Principal Solutions Consultant

As a Principal Sales Engineer at Zendesk, you will serve as a trusted advisor, innovative strategist, and technical thought leader, bridging business vision with cutting edge technology to deliver measurable business value to leading brands.

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 and can leverage AI and automation to reimagine 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.

Zendesk is an equal opportunity employer and an AA/EEO/Veterans/Disabled employer.

We are committed to providing reasonable accommodations for applicants with disabilities and disabled veterans, in accordance with applicable federal and state law.