Solutions Consultant

This is a fully remote position, open to applicants in Spain.

📋 Description

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

• Architect AI-Driven CX & ES Solutions: Convert sophisticated AI/ML functionalities (including automation, conversational bots, predictive analytics, and orchestration) into straightforward, business-centric narratives suitable for various audiences from IT professionals to C-suite executives.

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

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

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

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

• Champion AI Adoption: Partner with Customer Success to promote AI adoption through initiatives that realize value and consistently advocate for new AI capabilities.

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

⛳️ Requirements

• 5+ years of presales or solutions consulting experience within SaaS, CX, or enterprise software contexts.

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

• Demonstrated experience in designing and implementing customer pilots and proofs of concept that showcase business value.

• Extensive knowledge of AI technologies (including LLMs, ChatGPT, NLP, and MCP automation frameworks) and their practical applications in CX.

• Expertise in one or more areas such as CCaaS, Customer Service software, ITSM, Business Intelligence, Workforce Management, or Integration & Middleware.

• Strong analytical skills coupled with effective storytelling abilities.

• Capable of linking technical capabilities to strategic business outcomes.

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

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

🏝️ Benefits

• Flexible work arrangements

• Professional development opportunities