Agentic AI Strategist
Zendesk
Job Overview
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Job Description
About the Role
Zendesk is seeking a Lead AI Strategist to join our elite Forward Deployed Engineering team. In this role, you will serve as the technical architect, building and deploying live AI pilots for our strategic global customers, proving ROI before contracts are signed.
Who We're Looking For
You are a scrappy technical operator comfortable with APIs and systems architecture. You thrive in startup-speed environments and can lead customers from traditional support to Agentic AI.
Responsibilities
- Own the Pilot Lifecycle: Lead discovery, scoping, and delivery for strategic pilots that reduce support costs.
- Hands-on Building: Configure Zendesk AI Agents and Copilots; troubleshoot integrations for successful go-live.
- De-Risk the Deal: Align technical pilots with business outcomes to accelerate commercial signatures.
- Consultative Leadership: Manage executive stakeholders and provide AI readiness guidance.
- Product Feedback: Interface with Engineering to flag feature gaps and influence the AI roadmap.
Basic Qualifications
- 5+ years in Enterprise SaaS (Consulting, Implementation, or Solutions Architecture).
- Proficient with APIs, Webhooks, and basic scripting/troubleshooting.
- Deep knowledge of Customer Experience operations and support workflows.
- Fluent English with strong storytelling skills.
Preferred Qualifications
- Advanced Zendesk knowledge (Support, Guide, Messaging).
- Experience in Cognitive Automation or LLM prompting.
- Familiarity with APAC enterprise markets.
Hybrid Work Arrangement
This role offers a hybrid experience: part onsite and part remote, with in-office attendance determined by the hiring manager.
About Zendesk
Zendesk powers billions of conversations with global brands and is committed to a diverse, inclusive work environment. We use AI in our screening and evaluation processes in compliance with applicable law.
Equal Opportunity
Zendesk is an AA/EEO/Veterans/Disabled employer committed to global diversity, equity, and inclusion. Reasonable accommodations are provided upon request.
Key skills/competency
- Enterprise SaaS
- APIs
- Systems Architecture
- AI Deployment
- Pilot Lifecycle
- Technical Leadership
- Customer Experience
- Consulting
- Integration Troubleshooting
- Stakeholder Management
How to Get Hired at Zendesk
- Customize Your Resume: Tailor experiences to match Zendesk's AI strategy and SaaS background.
- Highlight Technical Skills: Emphasize API integration and systems architecture expertise.
- Research Zendesk: Understand their products and hybrid work culture.
- Prepare for Behavioral Interviews: Be ready to discuss leadership and problem solving.
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