Solutions Consultant - Krakowski, Małopolskie

Solutions Consultant · At Zendesk, we're revolutionizing what's possible in Customer Experience (CX) and Employee Services (ES). Every interaction becomes impactful through our unified Resolution Platform, powered by best-in-class AI, data, and transformative cloud technologies. ...

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Solutions Consultant

At Zendesk, we're revolutionizing what's possible in Customer Experience (CX) and Employee Services (ES). Every interaction becomes impactful through our unified Resolution Platform, powered by best-in-class AI, data, and transformative cloud technologies.

We're leading the charge against outdated contact center solutions, helping top brands worldwide deliver smarter, faster, and more personal service at scale. As a Solutions Consultant, you'll be at the forefront of transforming how leading brands leverage Zendesk's AI-powered platform. Working closely with Sales, Product, Engineering, and Customer Success, you'll architect strategies that drive operational excellence, empower customer growth, and set new standards for service in a rapidly evolving landscape.

What You'll Be Doing:

• Lead Technical & Business Discovery:
  Conduct thorough discovery sessions to understand customer challenges, perform AI readiness assessments, and design tailored demos and proofs of value that demonstrate Zendesk's differentiated value.
• Architect AI-Driven CX & ES Solutions:
  Translate advanced AI/ML capabilities (automation, bots, predictive analytics) into clear, business-focused narratives. Maintain a high level of curiosity with evolving AI tools to ensure your solution designs stay ahead of the curve.
• Drive Technical Strategy Through the Sales Cycle:
  Own the end-to-end technical engagement, from qualification and design through pilot execution, ensuring each solution aligns with customer goals and compliance standards.
• Integrate & Scale:
  Architect secure, scalable solutions leveraging Zendesk APIs, middleware, telephony systems, and cloud platforms (AWS, Azure, GCP) that enable seamless workflows and automation.
• Collaborate & Influence:
  Work cross-functionally to align customer needs with Zendesk's product roadmap, influence future innovations, and ensure a unified go-to-market strategy.
• Measure & Optimize Impact:
  Use Zendesk analytics and AI performance metrics (sentiment analysis, ticket deflection, time-to-resolution) to demonstrate ROI and inform continuous improvement.
• Champion AI Adoption:
  Collaborate with Customer Success to drive AI adoption through value realization initiatives and continued promotion of new AI capabilities.

What You Bring:

• 3+ years of presales or solutions consulting experience in SaaS, CX, or enterprise software environments.
• AI Fluency & Practicality:
  Deep understanding of AI technologies (LLMs, ChatGPT, NLP) and a firm grasp on using these tools to increase your own productivity and solution creativity.
• Modern Prototyping Skills:
  Proven ability to use AI-assisted tools or "vibe coding" to build customer pilots and proofs of concept that demonstrate business value without always requiring deep backend architecture.
• Expertise in Core Domains:
  Strong knowledge of web/scripting technologies and SaaS architectures. Experience in one or more of the following: CCaaS, Customer Service software, ITSM, Business Intelligence, or Integration & Middleware.
• Analytical Storytelling:
  Excellent interpersonal, communication, and presentation skills; able to connect technical capabilities to strategic business impact.
• Education:
  Bachelor's degree or equivalent work experience (graduate degree a plus).
• Flexibility:
  Willingness and ability to travel as required.
• Language:
  Fluency in Polish and English, required to ensure effective communication and collaboration across the local and regional markets.

Who You Are:

• Innovative Problem Solver:
  You approach challenges creatively, leveraging the latest technology to unlock new opportunities and value.
• Technically Fluent:
  You have a deep curiosity for how AI and automation are reshaping the human experience and customer service landscape.
• Strategic & Consultative:
  You think beyond features, framing every solution around measurable customer outcomes.
• Customer-Obsessed:
  You listen deeply, empathize authentically, and design with the customer at the center.
• Collaborative Influencer:
  You work seamlessly across functions, aligning teams and earning stakeholder trust.