Senior AI-Powered CX Solutions Architect

Ultimate.ai; United States; Hybrid; USD 226,000 - 338,000; Full time

Benefits offered by this job

Hybrid work model

Travel flexibility

Job summary

Zendesk is seeking a Senior Sales Engineer to partner with Sales, Product, Engineering and Customer Success, delivering AI-powered CX/ES solutions for enterprise customers. You will lead discovery, design tailored demos, and drive end-to-end technical engagements from qualification to pilot execution.

You'll translate AI capabilities into business value, architect secure, scalable integrations using Zendesk APIs, and influence roadmaps through cross-functional collaboration.

Qualifications

• 5+ years of presales or solutions consulting experience in SaaS, CX, enterprise software environments or equivalent.
• 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) and their practical applications in CX.
• Expertise in CCaaS, Customer Service software, ITSM, BI, Workforce Management, or Integration & Middleware.
• Strong analytical and storytelling abilities; connect tech capabilities to business impact.
• Excellent interpersonal, communication, presentation, and writing skills.
• Bachelor’s degree or equivalent work experience; graduate degree a plus.
• Willingness to travel as required

Responsibilities

• Lead Technical & Business Discovery: conduct discovery sessions and design demos/POVs.
• Architect AI-Driven CX & ES Solutions: translate AI capabilities into business narratives.
• Drive Technical Strategy Through the Sales Cycle: own end-to-end technical engagement.
• Integrate & Scale: architect secure, scalable integrations using Zendesk APIs and cloud platforms.
• Collaborate & Influence: align needs with product roadmap across functions.
• Measure & Optimize: use analytics to show ROI and drive improvements.
• Champion AI Adoption: promote AI capabilities with Customer Success.
• Stay Ahead of the Curve: continuously learn AI/automation trends.

Skills

Presales

SaaS

CX

AI/ML

Discovery

Solution Architecture

Pilot & PoC

Education

Bachelor’s degree or equivalent work experience

Tools

Zendesk APIs

Middleware

Cloud platforms (AWS, Azure, GCP)

Job description

Zendesk is seeking a Senior Sales Engineer to partner with Sales, Product, Engineering and Customer Success, delivering AI-powered CX/ES solutions for enterprise customers. You will lead discovery, design tailored demos, and drive end-to-end technical engagements from qualification to pilot execution.

You'll translate AI capabilities into business value, architect secure, scalable integrations using Zendesk APIs, and influence roadmaps through cross-functional collaboration.