Senior Sales Engineer

About the role

As a Senior Solutions Consultant at Zendesk, you'll play a pivotal role in transforming how leading brands leverage our AI-powered platform. Your responsibilities span from conducting thorough discovery sessions to architecting scalable solutions that drive operational excellence and customer growth.

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, 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 to demonstrate ROI and inform continuous improvement.

• Champion AI Adoption: Collaborate with Customer Success to drive AI adoption through value realization initiatives and continue promoting 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 presales or solutions consulting 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.
• Demonstrable domain expertise in one or more Vertical Industries.
• Excellent interpersonal, communication, presentation, and writing skills.
• Bachelor’s degree or equivalent work experience (graduate degree a plus).
• Willingness and ability to travel as required.

Qualifications

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

Benefits

The US annualized OTE (On Target Earnings) range for this position is $188,000.00-$282,000.00 with a pay mix of 80/20 (base/commission). This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location.

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.