Senior Sales Engineer

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

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 We’re leading the charge against outdated contact center solutions, helping top brands worldwide deliver smarter, faster, and more personal service at scale.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.

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, enterprise software environments, or equivalent experience in similar 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.
• Demonstrable domain expertise in one or more Vertical Industries.
• 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 US annualized OTE (On Target Earnings) range for this position is $188,000.00-$282,000.00 with a pay mix of 80/20 (base/commission). This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only and do not include bonus, benefits, or related incentives.

Equal Opportunity Employment

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.