3 days ago
Germany (city not specified)Staff+
Responsibilities
- Partner with Sales to architect AI-powered customer experience and employee service solutions that address business challenges and deliver measurable outcomes.
- Own technical engagement across discovery, solution design, proofs of concept, pilots, and executive presentations.
- Translate AI, automation, LLM, NLP, ChatGPT, and predictive analytics capabilities into scalable customer service strategies.
- Use customer insights to influence product innovation, reference architectures, and roadmap priorities.
- Present complex technical concepts and business value to C-suite and senior stakeholders.
- Lead virtual teams across Sales, Product, Professional Services, and Customer Success.
- Scope, manage, and execute customer pilots and proofs of value in large-scale environments.
- Design secure, scalable cloud solutions using Zendesk APIs, middleware, CCaaS, and data platforms.
- Represent Zendesk through customer workshops, industry events, and design-thinking sessions.
Requirements
- 7+ years of presales or solutions consulting experience in SaaS, enterprise software, or customer experience platforms.
- 3+ years leading large, strategic, and complex enterprise deals.
- Deep technical fluency with HTML, CSS, JavaScript, JSON, LLMs, MCP, and SaaS architectures.
- Experience positioning the business value of technical solutions and the strategic role of Professional Services and Partners.
- Hands-on experience scoping, managing, and executing customer pilots or proofs of concept.
- Expertise in at least two areas including Contact Center, Customer Service software, ITSM, Business Intelligence, Data Warehousing, Workforce Management, QA, or Integration & Middleware.
- Strong understanding of AI and automation technologies and their impact on customer service transformation.
- Ability to lead virtual teams, build consensus, and influence technical and business stakeholders.
- Superior presentation, communication, storytelling, and executive engagement skills.
- Experience designing or influencing reference architectures for enterprise client solutions.
- Bachelor’s degree or equivalent experience; graduate degree preferred.
- Willingness and ability to travel as required.
Benefits
- Hybrid work model with purposeful in-person collaboration at Zendesk offices and remote flexibility for part of the week.
- Equal opportunity and inclusive workplace with reasonable accommodations available for applicants with disabilities and disabled veterans.
Tech Stack
Categories
Solutions Engineering
About Zendesk
Zendesk builds a cloud-based customer service and contact center platform that unifies ticketing, messaging, voice, knowledge base, and AI-driven automation for businesses. It sells SaaS subscriptions and add-ons to companies across industries; founded in 2007 and headquartered in San Francisco, Zendesk is privately held under Hellman & Friedman after being taken private, and supports omnichannel CX and employee service workflows.