Senior Solutions Consultant - Public Sector

Job Description At Zendesk, we’re revolutionizing what’s possible in Customer Experience (CX) and Employee Services (ES) for customers in the Federal, State, Local, and Education (FedSLED) space. 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 We’re leading the charge against outdated contact center solutions, helping top brands worldwide deliver smarter, faster, and more personal service at scale.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 Public Sector Solutions Consultant you’ll be at the forefront of transforming how leading government agencies leverage Zendesk’s AI‑powered platform. As a trusted advisor and technical thought leader, you’ll take the lead in navigating complex customer challenges, delivering innovative, scalable solutions that turn ambitious goals into measurable results. 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, conversational bots, predictive analytics, orchestration) into clear, business‑focused narratives for diverse audiences, from IT to the C‑suite. 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. Stay Ahead of the Curve: Continuously build your expertise in AI, automation, and evolving CX and ES technologies, sharing insights that position Zendesk as a market thought leader. What You Bring 5+ years of presales experience, including traditional solutions consulting or equivalent experience as a developer, customer engineer, forward‑deployed engineer, or technical account manager. Proven experience designing and executing customer pilots and proofs of concept that demonstrate business value. Business Value Literacy: Ability to conduct basic ROI discovery and use standardized TCO/ROI templates for business case development. Understanding of AI technologies (LLMs, ChatGPT, NLP, MCP automation frameworks) and their practical applications in CX. Expertise in one or more domains: CCaaS, Customer Service software, ITSM, Business Intelligence, Workforce Management, or Integration & Middleware. Strong analytical and storytelling abilities, connecting technical capabilities to strategic business impact. Excellent interpersonal, communication, presentation, and writing skills. Strongly Desired Working knowledge or awareness of Federal, State, Local, and Education (FSLED) compliance requirements (e.g., basic knowledge of HIPAA, CJIS, FERPA, FedRAMP, or similar mandates). Bachelor’s degree or equivalent work experience (graduate degree a plus). Willingness and ability to travel as required. Who You Are Strategic & Consultative: Think beyond features, framing solutions around measurable customer outcomes. Technically Fluent: Deep curiosity for how AI and automation are reshaping customer experience. Collaborative Influencer: Work seamlessly across functions, aligning teams and earning stakeholder trust. Customer‑Obsessed: Listen deeply, empathize authentically, and design with the customer at the center. Analytical Storyteller: Turn data and metrics into compelling business insights. Innovative Problem Solver: Approach challenges creatively, leveraging technology to unlock new opportunities and value. Compensation The US annualized OTE (On Target Earnings) range for this position is $188,000.00‑$282,000.00 with a pay mix of 80/20 (base/commission). This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate will be based on job‑related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commission‑based roles) and do not include bonus, benefits, or related incentives. Equal‑Opportunity Employment Zendesk is an equal‑opportunity employer. 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 View email address on click.appcast.io with your specific accommodation request. #J-18808-Ljbffr Zendesk, Inc.