Principal Solutions Consultant

At Zendesk, we're revolutionising what's possible in Customer Experience (CX) and Employee Service (ES). As a Principal Solutions Consultant, you'll serve as a trusted advisor, innovative strategist, and technical thought leader, leading complex engagements and shaping how organisations harness AI-driven CX and ES solutions to transform operations and deliver measurable business value.

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).

Benefits

• Generous Paid Time Off
• 401k Matching
• Retirement Plan
• Visa Sponsorship
• Four Day Work Week
• Generous Parental Leave
• Tuition Reimbursement
• Relocation Assistance