Senior Sales Engineer

Job Description

Were leading the charge against outdated contact centre solutions helping top brands worldwide deliver smarter faster and more personal service at scale.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.

As a Senior Sales Engineer youll be at the forefront of transforming how leading brands leverage Zendesks AI-powered platform. As a trusted advisor and technical thought leader youll take the lead in navigating complex customer challenges and deliver innovative scalable solutions that turn ambitious goals into measurable results. Working closely with Sales Product Engineering and Customer Success youll architect strategies that drive operational excellence empower customer growth and set new standards for service in a rapidly evolving landscape.

What Youll 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 Zendesks 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 that 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 Zendesks product roadmap influence future innovations and ensure a unified go-to-market strategy.

• Measure & optimise 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 realisation 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 or enterprise software 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.

• Excellent interpersonal communication presentation and writing skills.

• Bachelors 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 empathise authentically and design with the customer at the centre.

• 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 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.