Job Description

At Zendesk, we’re revolutionizing what’s possible in Customer Experience (CX) and Employee Services (ES). Our rapid innovation and Agentic AI leadership have earned the trust of thousands of forward-thinking businesses.
 

We are seeking aSenior Sales Engineer to sit at the intersection of enterprise software strategy, hands-on systems architecture, and advanced AI automation. This is not a traditional generalist presales role. This is a role built for highly technical builders who are deeply curious about how autonomous agents, security, analytics, and deep integrations fundamentally transform how enterprise work gets done. You will own the technical strategy for our global customer engagements, acting as a strategic advisor to both the C-suite and engineering leadership.

Why This Role? Why Now?

• Drive the AI Revolution: Step into an elite presales environment where you will directly architect the deployment of modern Agentic AI workflows and Large Language Models (LLMs) for top global enterprises.

• Strategic Scope: Evolve your career by expanding your enterprise influence by presenting technical value narratives directly to economic buyers and C-level stakeholders.

• Innovative Culture: Work within an ecosystem designed to optimize human potential through advanced digital tools, where continuous learning, curiosity, and experimentation are hardwired into our daily performance.

Who We're Looking For

We are looking for a highly technical Individual Contributor who operates with considerable judgment and initiative. You understand the complex operational and financial implications of architecture choices and can confidently design customized enterprise-grade solutions. You have a passion for clean system configurations, combined with a sharp commercial mindset that links technical capabilities directly to business metrics, ROI, and organizational transformation.

What You'll Be Doing

• Architect Agentic AI & Integration Workflows: Design, build, and operationalize advanced, agentic AI-driven customer workflows leveraging Large Language Models (LLMs), deep prompt engineering, and modern automation frameworks.

• Lead Technical Architecture Discovery: Conduct rigorous, deep-dive technical discovery and AI readiness assessments. Translate complex system requirements into scalable pilots and proofs-of-concept (POCs) and enterprise-grade pilots that demonstrate clear business value.

• Build Scalable Accelerators: Proactively develop production-ready, reusable technical accelerators, middleware templates, and open-source-aligned API components that allow regional teams and Systems Integrators (SIs) to deploy Zendesk solutions at scale.

• Own the Technical Sales Lifecycle: Serve as the absolute technical authority from qualification through execution. Architect secure, scalable topologies leveraging Zendesk APIs, webhook frameworks, and leading cloud platforms (AWS, Azure, GCP).

• Bridge Product & Field Strategy: Partner directly with Product Management and Engineering to provide real-world, technical feedback from the field, identifying product gaps and shaping the future roadmap of Zendesk's core AI and platform ecosystem.
   

What You Bring to the Role (Basic Qualifications)

• Education: Bachelor’s degree in a related highly quantitative technical discipline is required.

• Experience: 6+ years of hands-on experience in technical presales, solution engineering, or a system architect/developer role within enterprise SaaS or complex software environments.

• Technical Fluency: Deep expertise with modern web and scripting technologies (e.g., Python, Node.js, JavaScript), REST/SOAP APIs, middleware frameworks, and cloud ecosystem architectures.

• AI/ML Expertise: Strong foundational knowledge of AI technologies, including Large Language Models (LLMs), prompt engineering, retrieval-augmented generation (RAG), and autonomous agent deployment.

• Domain Knowledge: Solid understanding of enterprise infrastructure, contact center tech stacks (CCaaS, telephony, workforce management), or modern IT Service Management (ITSM) systems.

• Travel Commitment: Ability and willingness to travel between 30% and 50% annually to lead critical, high-touch on-site customer architecture sessions and strategic regional briefings.

Preferred Qualifications

• A Master’s degree or professional technical cloud/AI certifications.

• Active engagement in the technical or developer community (e.g., open-source contributions, technical blogging, or community mentorship).

• Proven track record of designing reusable implementation guides, integration playbooks, or localization toolkits for global delivery partners and systems integrators.

• Experience flattening complex technical narratives into high-impact presentations tailored for executive, economic buyers and C-level stakeholders.

#LI-MJ1

Please note that Zendesk can only hire candidates who are physically located and plan to work from Karnataka or Maharashtra. Please refer to the location posted on the requisition for where this role is based.

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 [email protected] with your specific accommodation request.