Solutions Consultant
Zendesk · Lisbon, Lisbon, Portugal
- On site
- Full-time
- $120,000 / year
- Lisbon, Lisbon, Portugal
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Job highlights
- Design AI-driven CX solutions for leading brands.
- Lead technical discovery and strategy through sales.
- Architect scalable solutions with APIs and cloud.
- Collaborate cross-functionally for product alignment.
- Measure impact using analytics and AI metrics.
About the role
Solutions Consultant
At Zendesk, we’re revolutionizing what’s possible in Customer Experience (CX) and Employee Services (ES). Every interaction becomes impactful through our unified Resolution Platform, powered by best-in-class AI, data, and transformative cloud technologies.
We’re leading the charge against outdated contact center solutions, helping top brands worldwide deliver smarter, faster, and more personal service at scale. Our rapid innovation and AI leadership have earned the trust of thousands of forward-thinking businesses.
As a Solutions Consultant you’ll play a vital role in shaping the next era of customer engagement. By partnering with customers and teams, you’ll design and showcase innovative solutions that address real-world challenges and unlock lasting value. Your expertise will help leading brands build powerful, people-first experiences driving measurable impact across every interaction.
What You’ll Be Doing
- Lead Technical & Business Discovery: Conduct thorough discovery sessions to understand customer challenges, perform AI readiness assessments, and design tailored demos, and proofs of value that demonstrate Zendesk’s differentiated value.
- Architect AI-Driven CX & ES Solutions: Translate advanced AI/ML capabilities (such as automation, conversational bots, predictive analytics, and orchestration) into clear, business-focused narratives for diverse audiences from IT to the C-suite.
- Drive Technical Strategy Through the Sales Cycle: Own the end-to-end technical engagement, from qualification and design through pilot execution, ensuring each solution aligns with customer goals and compliance standards.
- Integrate & Scale: Architect secure, scalable solutions leveraging Zendesk APIs, middleware, telephony systems, and cloud platforms (AWS, Azure, GCP) that enable seamless workflows and automation.
- Collaborate & Influence: Work cross-functionally to align customer needs with Zendesk’s product roadmap, influence future innovations, and ensure a unified go-to-market strategy.
- Measure & Optimize Impact: Use Zendesk analytics and AI performance metrics (sentiment analysis, ticket deflection, time-to-resolution) to demonstrate ROI and inform continuous improvement.
- Champion AI Adoption: Collaborate with Customer Success to drive AI adoption through value realization initiatives and continued promotion of new AI capabilities.
- Stay Ahead of the Curve: Continuously build your expertise in AI, automation, and evolving CX and ES technologies, sharing insights that position Zendesk as a market thought leader.
What You Bring
- 5+ years of presales or solutions consulting experience in SaaS, CX, or enterprise software environments.
- Strong knowledge of web/scripting technologies and SaaS architectures.
- Proven experience designing and executing customer pilots and proofs of concept that demonstrate business value.
- Deep understanding of AI technologies (LLMs, ChatGPT, NLP, MCP automation frameworks) and their practical applications in CX.
- Expertise in one or more of the following domains: CCaaS, Customer Service software, ITSM, Business Intelligence, Workforce Management, or Integration & Middleware.
- Strong analytical and storytelling abilities. Able to connect technical capabilities to strategic business impact.
- Excellent interpersonal, communication, presentation, and writing skills.
- Bachelor’s degree or equivalent work experience (graduate degree a plus).
- Willingness and ability to travel as required.
Who You Are
- Strategic & Consultative: You think beyond features, framing solutions around measurable customer outcomes.
- Technically Fluent: You have a deep curiosity for how AI and automation are reshaping customer experience.
- Collaborative Influencer: You work seamlessly across functions, aligning teams and earning stakeholder trust.
- Customer-Obsessed: You listen deeply, empathize authentically, and design with the customer at the center.
- Analytical Storyteller: You turn data and metrics into compelling business insights.
- Innovative Problem Solver: You approach challenges creatively, leveraging technology to unlock new opportunities and value.
The Intelligent Heart Of Customer Experience
Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.
Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.
As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law.
Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.
Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.
Key skills/competency
- Solutions Consulting
- Customer Experience (CX)
- AI/ML Technologies
- SaaS Architectures
- Sales Cycle Management
- API Integration
- Cloud Platforms
- Business Intelligence
- Communication Skills
- Problem Solving
Skills & topics
- Solutions Consultant
- Presales
- SaaS
- Customer Experience
- CX
- AI
- ML
- Enterprise Software
- Technical Sales
- Cloud Computing
How to get hired
- Tailor your resume: Highlight 5+ years of presales or solutions consulting experience, specifically in SaaS, CX, or enterprise software. Emphasize your expertise in AI technologies and relevant domains.
- Showcase your pilots: Detail your proven experience designing and executing customer pilots and proofs of concept that demonstrate business value. Quantify results where possible.
- Demonstrate AI fluency: Clearly articulate your deep understanding of AI technologies like LLMs, ChatGPT, NLP, and automation frameworks, and their practical CX applications.
- Prepare for technical and behavioral questions: Be ready to discuss your approach to technical strategy, solution architecture, and how you connect technical capabilities to business impact, as well as your consultative and customer-obsessed mindset.
Technical preparation
Behavioral questions
Frequently asked questions
- What is the typical career path for a Solutions Consultant at Zendesk?
- While specific paths vary, a Solutions Consultant at Zendesk often progresses by deepening their expertise in specific industries or AI technologies, moving into more senior consulting roles, or transitioning into management positions within sales engineering or customer success teams. Continuous learning and demonstrating impact are key.
- How does Zendesk use AI in its Solutions Consultant role?
- Zendesk leverages AI in several ways for this role, including AI readiness assessments for customers, architecting AI-driven CX solutions, and utilizing AI performance metrics to demonstrate ROI. The company also uses AI for application screening.
- What are the key technical skills required for a Solutions Consultant at Zendesk?
- Key technical skills include strong knowledge of web/scripting technologies, SaaS architectures, AI technologies (LLMs, ChatGPT, NLP), and expertise in domains like CCaaS, Customer Service software, ITSM, or Integration & Middleware. Experience with APIs and cloud platforms (AWS, Azure, GCP) is also crucial.
- How important is travel for the Solutions Consultant role at Zendesk?
- A willingness and ability to travel as required is mentioned in the job description, indicating that some travel may be necessary for customer engagements, discovery sessions, or industry events.
- What is Zendesk's approach to work-life balance for Solutions Consultants?
- Zendesk offers a hybrid work model, allowing employees to connect and collaborate in person at offices while also providing flexibility to work remotely part of the week, aiming for a fulfilling and inclusive experience.
- How can I best prepare my resume for a Solutions Consultant position at Zendesk?
- To prepare your resume for a Solutions Consultant role at Zendesk, highlight your 5+ years of presales or solutions consulting experience in SaaS/CX/enterprise software. Specifically detail your experience with AI technologies, solution architecture, customer pilots, and how you've driven business value.
- Does Zendesk use AI in its hiring process for Solutions Consultants?
- Yes, Zendesk explicitly states that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law.