Agentic (AI) Strategist

Job Description

About the Job

Zendesk is looking for a Lead AI Strategist to join our elite Forward Deployed Engineering team. This isnt a traditional consulting role; its a Proof of Value mission. You will be the technical architect who builds and deploys live AI pilots for our most strategic global customers proving ROI before they sign the contract.

Youll bridge the gap between Sales strategy and Product reality by building scrappy high-impact AI agents in real-world scenarios.

Who Were Looking For

You are a Scrappy Technical Operator. You dont need to be a software engineer but you must be comfortable with APIs and systems architecture. You thrive in startup-speed environments and have the authority to lead customers through the transition from traditional support to Agentic AI.

What Youll Be Doing

• Own the Pilot Lifecycle: Lead discovery scoping and delivery for strategic pilots ensuring they align with business outcomes like reducing support costs.

• Hands-on Building: Configure Zendesk AI Agents and Copilots; troubleshoot integrations to ensure a successful Go-Live.

• De-Risk the Deal: Align technical pilots with business outcomes (e.g. cost reduction) to accelerate commercial signatures.

• Consultative Leadership: Manage executive stakeholders and provide AI Readiness guidance (Knowledge Base & Data optimization).

• Product Feedback: Interface with Engineering to flag feature gaps and influence the AI roadmap.

What You Bring to the Role

Basic Qualifications:

• 5 years in Enterprise SaaS (Consulting Implementation or Solutions Architecture).

• Technical Literacy: Proficient with APIs Webhooks and basic scripting/troubleshooting.

• CX Expert: Deep knowledge of Customer Experience operations and support workflows.

• Fluent English: Strong storytelling skills to articulate technical value to C-suite stakeholders.

Preferred Qualifications:

• Zendesk Power-User: Advanced knowledge of Zendesk (Support Guide Messaging).

• AI/RPA Interest: Experience in Cognitive Automation or LLM prompting (teachable for the right technical candidate).

• Regional Experience: Familiarity with the APAC enterprise markets.

#LI-MJ1

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.

Zendesk believes in offering our people a fulfilling and inclusive experience. 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 were 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 with your specific accommodation request.