Solutions Consultant

Zendesk; Lisboa; Presencial; EUR 60 000 - 80 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Flexible hybrid working model

Commitment to diversity and inclusion

Career growth opportunities

Resumo da oferta

A leading customer experience platform is seeking a Senior Solutions Consultant in Lisboa, Portugal. This role involves leading customer discovery sessions to address complex challenges, architecting AI-driven solutions, and guiding technical strategies throughout the sales cycle. The ideal candidate has over 5 years of presales experience and a strong grasp of AI technologies. A collaborative mindset and excellent communication skills are essential for success in this dynamic position.

Qualificações

• 5+ years of presales or solutions consulting experience.
• Proven experience with customer pilots and executing proofs of concept.
• Deep understanding of AI technologies and practical applications in customer experience.

Responsabilidades

• Lead technical and business discovery to understand customer challenges.
• Architect AI-driven solutions leveraging Zendesk's platform.
• Drive end-to-end technical engagement through the sales cycle.

Conhecimentos

5+ years of presales or solutions consulting experience in SaaS

Strong knowledge of web/scripting technologies and SaaS architectures

Proven experience designing and executing customer pilots

Deep understanding of AI technologies

Strong analytical and storytelling abilities

Excellent interpersonal and communication skills

Formação académica

Bachelor's degree or equivalent work experience

Descrição da oferta de emprego

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We’re leading the charge against outdated contact center solutions, helping top brands worldwide deliver smarter, faster, and more personal service at scale.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 Senior Solutions Consultant you’ll be at the forefront of transforming how leading brands leverage Zendesk’s AI‑powered platform. As a trusted advisor and technical thought leader, you’ll take the lead in navigating complex customer challenges, delivering innovative, scalable solutions that turn ambitious goals into measurable results. 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 (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.

The Intelligent Heart Of Customer Experience

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.

Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn while also giving our people the flexibility to work remotely for part of the week.

As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with company guidelines and applicable law.

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.