AI-Powered CX Solutions Architect

Zendesk; Georgia; On-site; USD 188,000 - 282,000; Full time

Job summary

Zendesk is seeking a results-oriented presales/solutions consultant to shape AI-driven CX and ES engagements across SaaS environments. You will lead discovery, design pilots, and articulate measurable business value to diverse audiences, from IT to the C‑suite.

Bring 5+ years in presales, deep AI and CX knowledge, and the ability to connect technical capabilities with strategic outcomes. Occasional travel and a strong customer-first mindset are essential.

Qualifications

• 5+ years in presales or solutions consulting in SaaS/CX/enterprise software.
• Strong knowledge of web/scripting tech and SaaS architectures.
• Proven ability to design and run customer pilots/POCs.
• Deep understanding of AI tech (LLMs, NLP) and practical CX uses.
• Expertise in CCaaS, Customer Service software, ITSM, BI, WFM, or integration.
• Strong analytical and storytelling abilities; connect tech to business impact.
• Industry domain expertise in one or more verticals.
• Excellent communication, presentation, and writing skills.

Responsibilities

• Lead technical and business discovery sessions and tailor demos.
• Translate AI/ML capabilities into business-focused narratives.
• Own end-to-end technical engagement through design to pilot.
• Architect secure, scalable CX/ES solutions using Zendesk APIs and cloud tech.
• Collaborate across teams to align customer needs with product roadmap.
• Measure ROI using Zendesk analytics and AI performance metrics.
• Champion AI adoption with customer success through value realization.
• Stay ahead on AI, automation, CX, ES tech trends.

Skills

Presales experience

Web technologies

SaaS architectures

AI technologies

CX domain knowledge

Storytelling

Vertical industry expertise

Interpersonal skills

Travel willingness

Education

Bachelor’s degree or equivalent

Job description

Zendesk is seeking a results-oriented presales/solutions consultant to shape AI-driven CX and ES engagements across SaaS environments. You will lead discovery, design pilots, and articulate measurable business value to diverse audiences, from IT to the C‑suite.

Bring 5+ years in presales, deep AI and CX knowledge, and the ability to connect technical capabilities with strategic outcomes. Occasional travel and a strong customer-first mindset are essential.