Job Description

About the Job

Zendesk is looking for a Lead AI Strategist to join our elite Forward Deployed Engineering team. This isn't a traditional consulting role; it’s a "Proof of Value" mission. You will be the technical architect who builds and deploys live AI pilots for our most strategic global customers, proving ROI before they sign the contract.

You’ll bridge the gap between Sales strategy and Product reality by building "scrappy," high-impact AI agents in real-world scenarios.

Who We're Looking For

You are a "Scrappy Technical Operator." You don’t need to be a software engineer, but you must be comfortable with APIs and systems architecture. You thrive in "startup-speed" environments and have the authority to lead customers through the transition from traditional support to Agentic AI.

What You’ll Be Doing

• Own the Pilot Lifecycle: Lead discovery, scoping, and delivery for strategic pilots, ensuring they align with business outcomes like reducing support costs.

• Hands-on Building: Configure Zendesk AI Agents and Copilots; troubleshoot integrations to ensure a successful "Go-Live."

• De-Risk the Deal: Align technical pilots with business outcomes (e.g., cost reduction) to accelerate commercial signatures.

• Consultative Leadership: Manage executive stakeholders and provide "AI Readiness" guidance (Knowledge Base & Data optimization).

• Product Feedback: Interface with Engineering to flag feature gaps and influence the AI roadmap.

What You Bring to the Role

Basic Qualifications:

• 5+ years in Enterprise SaaS (Consulting, Implementation, or Solutions Architecture).

• Technical Literacy: Proficient with APIs, Webhooks, and basic scripting/troubleshooting.

• CX Expert: Deep knowledge of Customer Experience operations and support workflows.

• Fluent English: Strong storytelling skills to articulate technical value to C-suite stakeholders.

Preferred Qualifications:

• Zendesk Power-User: Advanced knowledge of Zendesk (Support, Guide, Messaging).

• AI/RPA Interest: Experience in Cognitive Automation or LLM prompting (teachable for the right technical candidate).

• Regional Experience: Familiarity with the APAC enterprise markets.

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 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.

As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law.

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 peopleandplaces@zendesk.com with your specific accommodation request.