Principal Solutions Consultant

Role Overview

• 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.

Requirements

• 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).

Tech Stack

• Cloud
• ITSM
• JavaScript

Benefits

• Health insurance
• 401(k) matching
• Flexible work arrangements
• Professional development opportunities