Solutions Consultant

Cleverly Lda; Viseu; Híbrido; EUR 65 000 - 100 000; Tempo integral

Resumo da oferta

Zendesk is seeking a Solutions Consultant to shape the next era of customer engagement. You will lead discovery sessions, design AI-driven CX/ES solutions, and drive end-to-end technical engagements across customers and internal teams.

You will translate AI capabilities into business value, craft compelling narratives for IT to C-suite audiences, and collaborate on roadmap alignment while championing AI adoption and measurable outcomes.

Qualificações

• 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) and their practical CX applications.

Responsabilidades

• Lead technical and business discovery sessions to understand challenges and design tailored demos.
• Architect AI-driven CX & ES solutions and translate capabilities into business narratives for diverse audiences.
• Own end-to-end technical engagement through design, pilot execution, and alignment with customer goals.
• Collaborate across teams to influence product roadmap and ensure go-to-market alignment.
• Measure ROI using analytics to inform continuous improvement and promote AI adoption.

Conhecimentos

Presales

Solutions consulting

AI concepts

Analytical storytelling

Interpersonal skills

Travel willingness

Formação académica

Bachelor's degree or equivalent

Ferramentas

Web technologies

SaaS architectures

Descrição da oferta de emprego

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 We're leading the charge against outdated contact center solutions, helping top brands worldwide deliver smarter, faster, and more personal service at scale.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 Solutions Consultant 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 Saa S, CX, or enterprise software environments. Strong knowledge of web/scripting technologies and Saa S architectures. Proven experience designing and executing customer pilots and proofs of concept that demonstrate business value. Deep understanding of AI technologies (LLMs, Chat GPT, NLP, MCP automation frameworks) and their practical applications in CX. Expertise in one or more of the following domains: CCaa S, 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. What's it like to work here? Our offices reflect the global cities we call home, and have spaces for collaboration, quiet, and events. With our hybrid approach, you'll experience flexibility and connection, collaboration, and learning with your team. 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 whilst also giving our people the flexibility to work remotely for part of the week. We're on a mission to simplify the complexity of business and make it easy for companies and customers to create connections.

Our customer experience software unlocks the power of billions of interactions, enabling businesses to build rich, meaningful relationships with their customers. 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, zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law.