Senior Sales Engineer

This is a fully remote position, open to applicants in New York, +1 more state.

📋 Description

• Lead Technical & Business Discovery: Facilitate comprehensive discovery sessions to identify customer challenges, conduct AI readiness evaluations, and craft customized demos and proofs of value that showcase Zendesk’s unique advantages.

• Architect AI-Driven CX & ES Solutions: Convert sophisticated AI/ML capabilities (including automation, conversational bots, predictive analytics, and orchestration) into coherent, business-oriented narratives for a variety of audiences, from IT professionals to C-suite executives.

• Drive Technical Strategy Through the Sales Cycle: Manage the complete technical engagement process, from qualification and design to pilot execution, ensuring each solution is in line with customer objectives and compliance requirements.

• Integrate & Scale: Design secure, scalable solutions utilizing Zendesk APIs, middleware, telephony systems, and cloud platforms (AWS, Azure, GCP) that facilitate seamless workflows and automation.

• Collaborate & Influence: Partner cross-functionally to align customer requirements with Zendesk’s product roadmap, influence future innovations, and establish a cohesive go-to-market strategy.

• Measure & Optimize Impact: Leverage Zendesk analytics and AI performance metrics (such as sentiment analysis, ticket deflection, and time-to-resolution) to showcase ROI and guide ongoing enhancements.

• Champion AI Adoption: Work alongside Customer Success to promote AI adoption through value realization initiatives and the ongoing promotion of new AI features.

• Stay Ahead of the Curve: Continuously enhance your knowledge in AI, automation, and emerging CX and ES technologies, sharing insights that establish Zendesk as a leading thought leader in the market.

⛳️ Requirements

• A minimum of 5 years of presales or solutions consulting experience in SaaS, CX, enterprise software settings, or equivalent experience in comparable environments.

• Solid understanding of web/scripting technologies and SaaS architectures.

• Demonstrated experience in designing and executing customer pilots and proofs of concept that illustrate business value.

• Comprehensive knowledge of AI technologies (including LLMs, ChatGPT, NLP, MCP automation frameworks) and their practical uses in the CX sector.

• Proficiency in one or more of the following areas: CCaaS, Customer Service software, ITSM, Business Intelligence, Workforce Management, or Integration & Middleware.

• Strong analytical skills and storytelling capabilities.

• Ability to connect technical features to strategic business outcomes.

• Recognizable expertise in one or more vertical industries.

• Exceptional interpersonal, communication, presentation, and writing skills.

• Bachelor’s degree or equivalent professional experience (graduate degree is a plus).

• Willingness and ability to travel as necessary.

🏝️ Benefits

• This position may also qualify for bonuses, benefits, or related incentives.