AI-Driven CX Solutions Consultant

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.

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We’re leading the charge against outdated contact center solutions, helping top brands worldwide deliver smarter, faster, and more personal service  a Solutions Consultant, you’ll be at the forefront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.

• 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.

• 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…