AI Services Consultant II

Customer experience is transforming through AI-driven innovation. At Zendesk, we don't just embrace this change — we lead it. Our Professional Services team is revolutionizing how we help our customers implement and adopt AI by building an AI Delivery team and methodology. As the technical and product expert for our AI-powered Resolution Platform, the AI Services Consultant role is integral to delivering quick time to value while guiding our customers through their configuration and optimization.
As an AI Services Consultant at Zendesk, your mission is to provide technical solutions and remove roadblocks for your customers to drive resolutions on our AI Platform. You will act as a technical expert and trusted advisor, guiding customers through complex configurations with agility and precision. Your strong consulting skills and project management expertise will ensure seamless integration and optimization of AI solutions, driving transformative business outcomes.
Accelerate customers' time‐to‐value by driving adoption and operational excellence for Zendesk AI solutions, ensuring customers realize measurable business impact from initial deployment through scale. Be the customer's AI technical expert. Turn goals into the right configuration, integrations, and design choices, and remove blockers fast. Run projects end‐to‐end with clear scope, timelines, and stakeholder alignment to deliver reliably.
Technical Expertise & Guidance: Provide expert advice on the implementation and optimization of Zendesk AI products, ensuring customers leverage the full capabilities of the technology to meet their business goals.
Change Management & Training: Successful Project Delivery: Accountable for the timely and successful delivery of AI projects, meeting or exceeding customer expectations and maintaining high standards of quality.
Cross‐Functional Collaboration: Work closely with internal teams, including Customer Success and Sales, to ensure alignment on the customer's AI Roadmap and address any technical challenges that would block the customer from adopting AI.
Ensure that AI solutions are effectively aligned with customer business goals, resulting in measurable improvements in customer experience and AI Adoption.
Consulting Expertise: Strong consulting skills with the ability to assess client needs, develop strategic solutions, and provide expert guidance throughout the project lifecycle.
Project Management: Oversee the planning, execution, and delivery of AI projects, ensuring they are completed on time, within scope, and meet quality standards.
Technical Proficiency in AI: Deep understanding of AI technologies, particularly Zendesk AI products, with the ability to implement and optimize these solutions effectively.
Must have a minimum of 3+ years of related experience in Consulting / Professional Services.
Previous experience in go‐to‐customer/GTM roles in enterprise technology / SaaS — either customer success management, professional services/consulting, technical account management, or solutions engineering/pre‐sales consulting.
Bachelor's degree in Business, Computer Science, Engineering, or related field; certifications in AI strategy or project management preferred.
Experience managing AI or software adoption programs with demonstrated impact on business metrics such as retention or satisfaction.
Certifications in AI strategy or project management preferred.
About Zendesk
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. 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 e