Job Description At Zendesk, we're revolutionising what's possible in Customer Experience (CX) and Employee Service (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We're leading the charge against outdated contact center solutions, helping top brands worldwide deliver smarter, faster, and more personal service at scale.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.
As a Principal Solutions Consultant you'll serve as a trusted advisor, innovative strategist, and technical thought leader.
Bridging business vision with cutting-edge technology, you'll lead complex engagements.
Shaping how organisations harness AI-driven CX and ES solutions to transform operations and deliver measurable business value.
Your expertise and influence will empower leading brands to unlock the full potential of Zendesk and elevate customer experience at every touchpoint.
What You'll Be Doing: Lead strategic solution design: Partner with Sales to architect transformative, AI-powered customer experience solutions that address business challenges and deliver measurable outcomes.
Drive technical strategy across the sales cycle: Own the end-to-end technical engagement.
From discovery and design to proof of concept and executive presentations.
Positioning Zendesk as the customer's platform of choice.
Champion AI automation: Translate advanced AI/ML capabilities (including LLMs, ChatGPT, NLP, and predictive analytics) into actionable CX strategies that increase efficiency, personalisation, and scalability.
Influence product evolution: Leverage customer insights to inform product innovation, shape reference architectures, and influence future roadmap priorities across AI, automation and integration.
Deliver executive-level engagements: Present complex technical concepts with clarity and credibility to C-suite and senior stakeholders, articulating the business value of Zendesk's platform.
Orchestrate cross-functional teams: Lead and coordinate virtual teams across Sales, Product, Professional Services, and Customer Success to ensure consistent strategy and flawless execution.
Execute proofs of value pilots: Scope, manage, and deliver high-impact pilots that validate value realisation and technical viability in large-scale environments.
Integrate scale: Design secure, scalable, cloud solutions leveraging Zendesk APIs, middleware and peripheral technologies such as CCaaS and data platforms.
Promote thought leadership: Represent Zendesk as a domain expert - evangelising innovation in AI, CX, ES, and digital transformation through customer workshops, industry events and design-thinking sessions.
What You Bring: 7+ years of presales or solutions consulting experience in SaaS, enterprise software, or customer experience platforms.
3+ years leading large, strategic, and complex enterprise deals.
Deep technical fluency with web/scripting technologies (HTML, CSS, JavaScript, JSON, LLMs, MCP) and SaaS architectures.
Proven success in positioning the business value of technical solutions and the strategic role of Professional Services and Partners.
Hands-on experience scoping, managing, and executing customer pilots or proofs of concept.
Expertise in at least two of the following: Contact Center, Customer Service software, ITSM, Business Intelligence, Data Warehousing, Workforce Management, QA or Integration Middleware.
Strong understanding of AI and automation technologies (LLMs, NLP, ChatGPT, MCP, predictive analytics) and their impact on customer service transformation.
Demonstrated ability to lead virtual teams to successful outcomes and build consensus across technical and business functions.
Superior presentation, communication and storytelling skills - able to translate complexity into clarity for diverse audiences.
Experience designing or influencing reference architectures to support enterprise-grade client solutions.
Bachelor's degree or equivalent experience (graduate degree is a plus).
Willingness and ability to travel as required.
Who You Are: Strategic technologist: You see beyond features and functions, architecting solutions that drive long-term business value.
AI-forward innovator: You're passionate about the future of CX and ES.
With a proven ability to know how to leverage AI and automation to reimagine customer and employee engagement.
Trusted advisor: You build credibility quickly with executives and guide customers through complex decisions with empathy and confidence.
Collaborative leader: You thrive in cross-functional settings, aligning stakeholders and inspiring teams toward shared success.
Analytical storyteller: You use data and insight to craft compelling narratives that connect technology to measurable outcomes.
Execution-focused: You balance visionary thinking with the ability to deliver results on time, on point and at scale.
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.