Sales Engineer

Zendesk; All; Presencial; EUR 90.000 - 150.000; Jornada completa

Descripción de la vacante

Zendesk is seeking a Sales Engineer to shape the next era of customer engagement. You will lead technical and business discovery, design tailored demos, and own end-to-end engagements from qualification to pilots.

You'll translate AI/ML capabilities into business narratives for IT and C‑suite, architect secure, scalable CX/ES solutions with Zendesk APIs and cloud platforms, and partner with teams to drive ROI and product roadmap alignment. Travel as required.

Formación

• 5+ years of presales or solutions consulting in SaaS/CX/enterprise software.
• Strong knowledge of web/scripting tech and SaaS architectures.
• Proven experience designing pilots and proofs of concept that demonstrate business value.
• Deep understanding of AI technologies (LLMs, NLP) and practical CX applications.
• Expertise in CCaaS, Customer Service software, ITSM, BI, WFM or Integration & Middleware.
• Strong analytical and storytelling abilities; connect technical capabilities to business impact.
• Excellent interpersonal, communication, presentation, and writing skills.
• Bachelor’s degree or equivalent; graduate degree a plus.
• Willingness to travel as required.

Responsabilidades

• Lead technical and business discovery sessions, AI readiness assessments, and tailor demos.
• Architect AI-driven CX & ES solutions using automation, bots, analytics, and orchestration.
• Own end-to-end technical engagements from qualification through pilot execution.
• Integrate secure, scalable solutions leveraging Zendesk APIs, middleware, telephony, and cloud platforms.
• Collaborate across teams to align customer needs with Zendesk’s product roadmap.
• Measure ROI with Zendesk analytics and AI performance metrics.
• Champion AI adoption in collaboration with Customer Success and value realization initiatives.
• Stay ahead by continuously expanding expertise in AI, CX, and related technologies.

Conocimientos

Presales experience

SaaS architectures

AI technologies

CCaaS

Analytical storytelling

Communication & presentation

Travel willingness

Educación

Bachelor’s degree or equivalent

Herramientas

Zendesk APIs

AWS

Azure

GCP

APIs

Middleware

Descripción del empleo

Job Description

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. Our rapid innovation and AI leadership have earned the trust of thousands of forward‑thinking businesses.

As a Sales Engineer you’ll play a vital role in shaping the next era of customer engagement. By partnering with customers and teams, you’ll design and showcase innovative solutions that address real‑world challenges and unlock lasting value. Your expertise will help leading brands build powerful, people‑first experiences driving measurable impact across every interaction.

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 (such as automation, conversational bots, predictive analytics, and orchestration) 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 (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.

• 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.

What You Bring:

• 5+ years of presales or solutions consulting experience in SaaS, CX, or enterprise software 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.

• 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.

Who You Are:

• Strategic & Consultative: You think beyond features. Framing solutions around measurable customer outcomes.

• Technically Fluent: 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.

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 [e-mail] with your specific accommodation request.