Senior Services Consultant

Overview

Zendesk Implementation Consultant – AI Agent Onboarding Focus

Zendesk is at the forefront of Customer Service Software innovation, providing cutting-edge solutions to complex challenges faced by our clients worldwide. We are looking for a seasoned Implementation Consultant to join our Professional Services team. This role focuses on onboarding customers to Zendesk’s AI Agent solutions, helping them adopt and integrate AI capabilities into their customer service operations. You’ll guide customers through implementation and ensure they unlock the full potential of our AI-driven offerings.

As a Services Consultant, you will partner closely with clients to understand their unique business needs and map them effectively to Zendesk's software capabilities. This role requires a blend of product expertise, project management skills, and a passion for relationship building.

• AI Agent Onboarding: Lead implementations focused on Zendesk’s AI Agent solutions, helping customers adopt and scale AI to drive value and efficiency in their support workflows.
• Customer Partnership: Serve as a trusted advisor for customers throughout implementation and optimization of their Zendesk project.
• Product Expertise: Leverage deep product knowledge—especially around AI and automation features—to align customer business needs with Zendesk's capabilities.
• Project Management: Oversee multiple projects concurrently, ensuring timely and successful delivery of customer solutions.
• Communication & Facilitation: Lead meetings and facilitate discussions with customers, delivering clear and effective communication throughout the project lifecycle.
• Cross-Functional Collaboration: Work closely with internal teams including Project Managers, Technical Architects, Developers, Sales, and Customer Success to ensure alignment and project success.
• Problem Solving & Flexibility: Apply strong problem-solving skills to manage risks and adapt to the unique challenges of each project.
• Methodology Advancements: Contribute to the continuous improvement of Zendesk Professional Services’ methodologies and tools, bringing a fresh perspective and innovative approach to the team.

• Required: 6+ years of experience in consulting or software implementation
• Proven experience in software implementations in a customer-facing role
• Strong project management skills with a track record of delivering projects on time
• Excellent verbal and written communication skills
• Ability to build strong relationships with customers and internal teams
• Strong problem-solving skills and adaptability to meet evolving project needs
• Passion for continuous improvement and advancing service methodologies
• Ability to travel as needed for customer projects and internal offsites
• Experience with AI/automation in SaaS tools is a strong plus

Zendesk is not your average tech company. We offer competitive pay, benefits, appealing offices, snacks, and a culture dedicated to enabling conversations and providing supportive environment. We support work-life balance with flexible hours, remote work, and parental leave plans. Our Social Impact team engages with the community and we invest in diversity and inclusion to reflect the world around us. We are committed to an inclusive workplace that is welcoming to all.

The Intelligent Heart Of Customer Experience

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. We power billions of conversations with brands you know and love.

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, and inclusion in the workplace. We are AA/EEO/Veterans/Disabled. If you are based in the United States and would like more information about your EEO rights, please review our policy. Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans. If you require a reasonable accommodation to submit this application, complete any pre-employment testing, or participate in the selection process, please email with your accommodation request.