Senior Consultant

At Zendesk, we’re revolutionising 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We’re leading the charge against outdated contact centre solutions, helping top brands worldwide deliver smarter, faster, and more personal service at scale. As a Senior Solutions Consultant you’ll be at the forefront of transforming how leading brands leverage Zendesk’s AI-powered platform. Working closely with Sales, Product, Engineering, and Customer Success, you’ll architect strategies that drive operational excellence, empower customer growth, and set new standards for service in a rapidly evolving landscape.
Architect secure, scalable solutions leveraging Zendesk APIs, middleware, telephony systems, and cloud platforms (AWS, Azure, GCP) that enable seamless workflows and automation.
Use Zendesk analytics and AI performance metrics (sentiment analysis, ticket deflection, time-to-resolution) to demonstrate ROI and inform continuous improvement.
Collaborate with Customer Success to drive AI adoption through value realisation initiatives and continued promotion of new AI capabilities.
5+ years of presales or solutions consulting experience in SaaS, CX, or enterprise software environments.
~ Strong knowledge of web/scripting technologies and SaaS architectures.
~ CCaaS, Customer Service software, ITSM, Business Intelligence, Workforce Management, or Integration & Middleware.
~ 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.

You have a deep curiosity for how AI and automation are reshaping customer experience.
You turn data and metrics into compelling business insights.
Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.
The Intelligent Heart Of Customer Experience
Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.
Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.
As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law.
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. 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 peopleandplaces@zendesk.com with your specific accommodation request.