Senior Sales Engineer

Zendesk; Washington (District of Columbia); On-site; USD 120,000 - 150,000; Full time

Job summary

Zendesk is looking for a Senior Sales Engineer in Washington, DC, to lead the adoption of AI-powered customer experience solutions with global brands. This role requires over 5 years of experience in SaaS, strong knowledge of AI technologies, and the ability to translate technical capabilities into business value.

Key responsibilities include conducting discovery sessions, designing tailored demonstrations, and ensuring alignment with customer needs. A bachelor's degree or equivalent experience is required, and the position emphasizes collaboration and analytical storytelling.

Qualifications

• 5+ years of presales or solutions consulting in SaaS, CX, or enterprise software.
• Strong knowledge of AI technologies and applications in CX.
• Proven experience in designing and executing customer pilots.

Responsibilities

• Lead discovery sessions and conduct AI readiness assessments.
• Translate advanced AI/ML capabilities into business narratives.
• Own end-to-end technical engagement from design to execution.

Skills

Web/scripting technologies

SaaS architectures

AI technologies and applications (LLMs, NLP)

Analytical and storytelling abilities

Interpersonal and communication skills

Education

Bachelor’s degree or equivalent work experience

Job description

Senior Sales Engineer

Zendesk is revolutionizing Customer Experience (CX) and Employee Services (ES) through a unified Resolution Platform that leverages AI, data, and cloud technologies. We are looking for a Senior Sales Engineer to lead the adoption of our AI‑powered solutions with leading brands worldwide.

What You’ll Be Doing

• Lead Technical & Business Discovery: conduct discovery sessions, perform AI readiness assessments, and design tailored demos and proofs of value.
• Architect AI‑Driven CX & ES Solutions: translate advanced AI/ML capabilities into business‑focused narratives for 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 to pilot execution, ensuring alignment with customer goals and compliance.
• Integrate & Scale: architect secure, scalable solutions using Zendesk APIs, middleware, telephony systems, and cloud platforms (AWS, Azure, GCP).
• Collaborate & Influence: work cross‑functionally to align customer needs with Zendesk’s product roadmap and influence future innovations.
• Measure & Optimize Impact: use Zendesk analytics and AI performance metrics to demonstrate ROI and guide continuous improvement.
• Champion AI Adoption: collaborate with Customer Success to drive AI adoption through value realization initiatives.
• Stay Ahead of the Curve: continuously build expertise in AI, automation, and evolving CX and ES technologies, sharing insights as a market thought leader.

What You Bring

• 5+ years of presales or solutions consulting in SaaS, CX, or enterprise software; or equivalent experience.
• 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 domains: CCaaS, Customer Service software, ITSM, Business Intelligence, Workforce Management, or Integration & Middleware.
• Strong analytical and storytelling abilities, connecting technical capabilities to strategic business impact.
• Demonstrated 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 and frame solutions around measurable outcomes.
• Technically Fluent: you have a deep curiosity about how AI and automation reshape 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.

Zendesk is an equal‑opportunity employer. We encourage diversity, equity, and inclusion in the workplace. If you are based in the United States and would like more information about your EEO rights under the law, please consult our website. Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you require a reasonable accommodation to submit this application, please send an email to [e-mail] with your specific request.