AI Services Consultant II

Job Description Why This Role? Why Now? Customer experience is transforming through AI-driven innovation , and at Zendesk , we aren’t just embracing this change—we are leading it. Our Professional Services team is revolutionizing how we help customers implement and adopt AI by building a dedicated AI Delivery team and methodology. As an AI Services Consultant , you will be the technical and product expert for our AI-powered Resolution Platform. This is a unique opportunity to join a high-growth team at the forefront of the Generative AI movement, guiding global brands through complex configurations to realize immediate business value. Who we’re looking for? We are seeking a high-agility Technical Consultant with a deep background in SaaS Professional Services . You are a blend of a technical architect and a strategic advisor. You don’t just understand AI; you know how to translate complex technical blockers into seamless business solutions. If you have experience in enterprise technology and a passion for driving customer adoption through data-driven roadmaps, you will thrive here. What you’ll be doing Your mission is to accelerate customer time-to-value and ensure operational excellence for Zendesk AI solutions . Be the Technical AI Expert: Lead the configuration, integration, and design choices for the Zendesk AI Platform, removing technical blockers at speed. Strategic Project Delivery: Manage end-to-end AI implementations with clear scope, timelines, and stakeholder alignment to ensure reliable delivery. Drive Adoption & Change Management: Facilitate consultative sessions to ensure smooth AI integration within customer organizations. Cross-Functional Collaboration: Partner with Sales and Customer Success teams to align on the customer’s AI Roadmap and secure long-term retention. Deliver Measurable Outcomes: Align AI solutions with specific business goals, resulting in quantifiable improvements in Customer Experience (CX) and AI adoption metrics. What you bring to the role? Consulting DNA: Strong ability to assess client needs and provide expert guidance throughout the project lifecycle. Technical Articulation: The skill to distill complex AI concepts for diverse audiences, especially executive-level stakeholders. Analytical Rigor: Experience using health analytics to build predictive models for churn, expansion, and risk mitigation. Agility: A proven track record of working effectively in dynamic, fast-paced environments where AI trends evolve daily. Basic Qualifications Experience: Minimum of 3 years of related experience in Professional Services or Consulting . Industry Background: Previous experience in GTM roles within Enterprise Technology / SaaS (e.g., Technical Account Management, Solutions Engineering,). Strategy Execution: Demonstrated experience designing success plans and roadmaps that drive measurable customer outcomes. Education: Bachelor’s degree in Business, Computer Science, Engineering, or a related field. Preferred Qualifications Certifications: Official certifications in AI Strategy or Project Management (PMP, Prince2). AI Specialization: Familiarity with emerging Generative AI trends and Large Language Models (LLMs). Program Management: Proven ability to influence cross-functional teams and manage large-scale software adoption programs. #LI-MJ1 Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager. 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 ... (truncated, view full listing at source)