Senior AI CX Solutions Architect

Zendesk, Inc.; San Francisco (CA); Hybrid; USD 226,000 - 338,000; Full time

Job summary

Zendesk, Inc. seeks a Senior Sales Engineer to lead discovery sessions and architect AI-driven CX and ES solutions.

You will drive the technical strategy across the sales cycle, integrate with Zendesk APIs, and collaborate with Sales, Product, Engineering, and Customer Success to deliver scalable value. You are a trusted advisor with 5+ years in presales, strong AI understanding, and the ability to translate complex tech into business outcomes while traveling as required.

Qualifications

• 5+ years of presales or solutions consulting experience in SaaS, CX, enterprise software.
• Strong knowledge of web/scripting technologies and SaaS architectures.
• Proven experience designing and executing customer pilots and proofs of concept.
• Deep understanding of AI technologies (LLMs, NLP) and their practical CX applications.
• Expertise in CCaaS, ITSM, BI, or Integration & Middleware domains.
• Excellent interpersonal, communication, presentation, and writing skills.
• Bachelor’s degree or equivalent work experience; travel as required.

Responsibilities

• Lead Technical & Business Discovery: conduct thorough sessions to understand customer challenges and design tailored demos.
• Architect AI-Driven CX & ES Solutions: translate AI capabilities into business narratives for IT to C-suite.
• Drive Technical Strategy Through the Sales Cycle: own end-to-end technical engagement from qualification to pilot.
• Integrate & Scale: architect secure, scalable solutions leveraging Zendesk APIs and cloud platforms.
• Collaborate & Influence: align customer needs with product roadmap across functions.
• Measure & Optimize Impact: use analytics to demonstrate ROI and drive improvements.
• Champion AI Adoption: promote AI capabilities with Customer Success teams.
• Stay Ahead of the Curve: continuously grow expertise in AI, automation, and CX/ES tech.

Skills

Discovery

AI/ML storytelling

Sales engineering

Technical communication

Presales

Cross-functional collaboration

Education

Bachelor's degree or equivalent

Tools

Zendesk APIs

Cloud platforms (AWS/Azure/GCP)

SQL/BI tools

Job description

Zendesk, Inc. seeks a Senior Sales Engineer to lead discovery sessions and architect AI-driven CX and ES solutions.

You will drive the technical strategy across the sales cycle, integrate with Zendesk APIs, and collaborate with Sales, Product, Engineering, and Customer Success to deliver scalable value. You are a trusted advisor with 5+ years in presales, strong AI understanding, and the ability to translate complex tech into business outcomes while traveling as required.