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Job Description
Job Description
Solutions Consultant
At Zendesk, we’re revolutionizing what’s possible in Customer Experience (CX) and Employee Services (ES). Every interaction becomes impactful through our unified Resolution Platform, powered by best-in-class AI, data, and transformative cloud technologies.
We’re leading the charge against outdated contact center solutions, helping top brands worldwide deliver smarter, faster, and more personal service at scale. As a Solutions Consultant, you’ll be at the forefront of transforming how leading brands leverage Zendesk’s AI-powered platform. Working closely with Sales, Product, Engineering, and Customer Success, you’ll architect strategies that drive operational excellence, empower customer growth, and set new standards for service in a rapidly evolving landscape.
What You’ll Be Doing:
Lead Technical & Business Discovery: Conduct thorough discovery sessions to understand customer challenges, perform AI readiness assessments, and design tailored demos and proofs of value that demonstrate Zendesk’s differentiated value.
Architect AI-Driven CX & ES Solutions: Translate advanced AI/ML capabilities (automation, bots, predictive analytics) into clear, business-focused narratives. Maintain a high level of curiosity with evolving AI tools to ensure your solution designs stay ahead of the curve.
Drive Technical Strategy Through the Sales Cycle: Own the end-to-end technical engagement, from qualification and design through pilot execution, ensuring each solution aligns with customer goals and compliance standards.
Integrate & Scale: Architect secure, scalable solutions leveraging Zendesk APIs, middleware, telephony systems, and cloud platforms (AWS, Azure, GCP) that enable seamless workflows and automation.
Collaborate & Influence: Work cross-functionally to align customer needs with Zendesk’s product roadmap, influence future innovations, and ensure a unified go-to-market strategy.
Measure & Optimize Impact: Use Zendesk analytics and AI performance metrics (sentiment analysis, ticket deflection, time-to-resolution) to demonstrate ROI and inform continuous improvement.
Champion AI Adoption: Collaborate with Customer Success to drive AI adoption through value realization initiatives and continued promotion of new AI capabilities.
What You Bring:
3+ years of presales or solutions consulting experience in SaaS, CX, or enterprise software environments.
AI Fluency & Practicality: Deep understanding of AI technologies (LLMs, ChatGPT, NLP) and a firm grasp on using these tools to increase your own productivity and solution creativity.
Modern Prototyping Skills: Proven ability to use AI-assisted tools or "vibe coding" to build customer pilots and proofs of concept that demonstrate business value without always requiring deep backend architecture.
Expertise in Core Domains: Strong knowledge of web/scripting technologies and SaaS architectures. Experience in one or more of the following: CCaaS, Customer Service software, ITSM, Business Intelligence, or Integration & Middleware.
Analytical Storytelling: Excellent interpersonal, communication, and presentation skills; able to connect technical capabilities to strategic business impact.
Education: Bachelor’s degree or equivalent work experience (graduate degree a plus).
Flexibility: Willingness and ability to travel as required.
Language: Fluency in English, German, and Polish is required to ensure effective communication and collaboration across the local and regional markets.
Who You Are:
Innovative Problem Solver: You approach challenges creatively, leveraging the latest technology to unlock new opportunities and value.
Technically Fluent: You have a deep curiosity for how AI and automation are reshaping the human experience and customer service landscape.
Strategic & Consultative: You think beyond features, framing every solution around measurable customer outcomes.
Customer-Obsessed: You listen deeply, empathize authentically, and design with the customer at the center.
Collaborative Influencer: You work seamlessly across functions, aligning teams and earning stakeholder trust.
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The intelligent heart of customer experience
Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.
Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.
As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law.
Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.
Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.