Sales Engineer

About the role

As a Sales Engineer at Zendesk, you'll play a pivotal role in transforming how leading brands leverage our AI-powered platform. Your responsibilities include leading technical and business discovery, architecting AI-driven CX & ES solutions, driving technical strategy through the sales cycle, integrating and scaling solutions, collaborating and influencing across functions, measuring and optimizing impact, and championing AI adoption.

Responsibilities

• Lead Technical & Business Discovery: Conduct thorough discovery sessions to understand customer challenges, perform AI readiness assessments, and design tailored demos and proofs of value.
• Architect AI-Driven CX & ES Solutions: Translate advanced AI/ML capabilities into clear, business-focused narratives for diverse audiences from IT to the C-suite.
• Drive Technical Strategy Through the Sales Cycle: Own the end-to-end technical engagement, 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).
• 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 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.
• Stay Ahead of the Curve: Continuously build your expertise in AI, automation, and evolving CX and ES technologies, sharing insights that position Zendesk as a market thought leader.

Requirements

• 5+ years of sales engineering experience in SaaS, CX, enterprise software environments, or equivalent experience in similar environments.
• Strong knowledge of web/scripting technologies and SaaS architectures.
• Proven experience designing and executing customer pilots and proofs of concept that demonstrate business value.
• Deep understanding of AI technologies (LLMs, ChatGPT, NLP, MCP automation frameworks) and their practical applications in CX.
• Expertise in one or more of the following domains: CCaaS, Customer Service software, ITSM, Business Intelligence, Workforce Management, or Integration & Middleware.
• Strong analytical and storytelling abilities. Able to connect technical capabilities to strategic business impact.
• Able to communicate effectively, both verbally and in writing.
• Bachelor’s degree or equivalent work experience (graduate degree a plus).
• Willingness and ability to travel as required.

Qualifications

• Strategic & Consultative: Think beyond features. Frame solutions around measurable customer outcomes.
• Tech Fluency: Have a deep curiosity for how AI and automation are reshaping customer experience.
• Collaborative Influencer: Work seamlessly across functions, aligning teams and earning stakeholder trust.
• Customer-Obsessed: Listen deeply, empathize authentically, and design with the customer at the center.
• Analytical Storyteller: Turn data and metrics into compelling business insights.
• Innovative Problem Solver: Approach challenges creatively leveraging technology to unlock new opportunities and value.

Skills

• Technical Expertise: Strong knowledge of web/scripting technologies and SaaS architectures.
• Business Acumen: Ability to translate technical capabilities into business value.
• Communication: Excellent interpersonal, communication, presentation, and writing skills.
• Problem Solving: Strong analytical and storytelling abilities.
• Leadership: Proven experience in leading technical engagements and driving strategic initiatives.

Benefits

At Zendesk, we believe in offering our people a fulfilling and inclusive experience. Our hybrid way of working, designed at the team level, provides a rich onsite experience packed with connection, collaboration, learning, and celebration, while also giving our people the flexibility to work remotely for part of the week. This role requires attendance at our local office for part of the week.

Pay

The US annualized OTE (On Target Earnings) range for this position is $148,000.00-$222,000.00 with a pay mix of 80/20 (base/commission). This position may also be eligible for bonus, benefits, or related incentives.

Schedule

This role is eligible for a hybrid schedule, combining remote work with in-office days. The specific in-office schedule is to be determined by the hiring manager.

Additional Information

Zendesk is committed to fostering a diverse and inclusive workplace. We strive to provide reasonable accommodations for applicants with disabilities and disabled veterans. If you need assistance with the application process or have questions about the position, please contact peopleandplaces@zendesk.com.