Description
At Zendesk, we’re revolutionizing what’s possible in Customer Experience (CX) and Employee Services (ES).
We are seeking a Senior Sales Engineer to sit at the intersection of enterprise software strategy, hands-on systems architecture, and advanced AI automation.
Why This Role? Why Now?
- Drive the AI Revolution: Step into an elite presales environment where you will directly architect the deployment of modern Agentic AI workflows and Large Language Models (LLMs) for top global enterprises.
- Strategic Scope: Evolve your career by expanding your enterprise influence by presenting technical value narratives directly to economic buyers and C-level stakeholders.
- Innovative Culture: Work within an ecosystem designed to optimize human potential through advanced digital tools, where continuous learning, curiosity, and experimentation are hardwired into our daily performance.
What You'll Be Doing
- Architect Agentic AI & Integration Workflows: Design, build, and operationalize advanced, agentic AI-driven customer workflows leveraging Large Language Models (LLMs), deep prompt engineering, and modern automation frameworks.
- Lead Technical Architecture Discovery: Conduct rigorous, deep-dive technical discovery and AI readiness assessments. Translate complex system requirements into scalable pilots and proofs-of-concept (POCs) and enterprise-grade pilots that demonstrate clear business value.
- Build Scalable Accelerators: Proactively develop production-ready, reusable technical accelerators, middleware templates, and open-source-aligned API components that allow regional teams and Systems Integrators (SIs) to deploy Zendesk solutions at scale.
- Own the Technical Sales Lifecycle: Serve as the absolute technical authority from qualification through execution. Architect secure, scalable topologies leveraging Zendesk APIs, webhook frameworks, and leading cloud platforms (AWS, Azure, GCP).
- Bridge Product & Field Strategy: Partner directly with Product Management and Engineering to provide real-world, technical feedback from the field, identifying product gaps and shaping the future roadmap of Zendesk's core AI and platform ecosystem.
What You Bring to the Role (Basic Qualifications)
- Education: Bachelor’s degree in a related highly quantitative technical discipline is required.
- Experience: 6+ years of hands-on experience in technical presales, solution engineering, or a system architect/developer role within enterprise SaaS or complex software environments.
- Technical Fluency: Deep expertise with modern web and scripting technologies (e.g., Python, Node.js, JavaScript), REST/SOAP APIs, middleware frameworks, and cloud ecosystem architectures.
- AI/ML Expertise: Strong foundational knowledge of AI technologies, including Large Language Models (LLMs), prompt engineering, retrieval-augmented generation (RAG), and autonomous agent deployment.
- Domain Knowledge: Solid understanding of enterprise infrastructure, contact center tech stacks (CCaaS, telephony, workforce management), or modern IT Service Management (ITSM) systems.
- Travel Commitment: Ability and willingness to travel between 30% and 50% annually to lead critical, high-touch on-site customer architecture sessions and strategic regional briefings.
Preferred Qualifications
- A Master’s degree or professional technical cloud/AI certifications.
- Active engagement in the technical or developer community (e.g., open-source contributions, technical blogging, or community mentorship).
- Proven track record of designing reusable implementation guides, integration playbooks, or localization toolkits for global delivery partners and systems integrators.
- Experience flattening complex technical narratives into high-impact presentations tailored for executive, economic buyers and C-level stakeholders.