Senior Services Consultant

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.

In this role, you will focus primarily on onboarding customers to Zendesk's AI Agent solutions, helping them adopt and integrate AI capabilities into their customer service operations. You'll play a crucial role in guiding customers through implementation, ensuring 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.

Key Responsibilities:

• 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.

Qualifications:

• 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

Where We Work
Zendesk is not your average tech company. We have all the stuff you'd expect - competitive pay, benefits, appealing offices, snacks, and more. We also have a culture deeply dedicated to enabling conversations and providing appreciative support. We help our staff keep work-life balance, from flexible hours to remote work, to the most dynamic parental leave plans on the market. Our Social Impact team is actively engaged in our community and enables us to invest thousands of hours with local community groups each year. We invest in diversity and inclusion so that our team reflects the diversity of the world around us. We have a whole crew dedicated to ensuring our workplace experience is top notch and welcoming for all.

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.

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 with your specific accommodation request.