Senior AI Services Consultant

Location: Melbourne, Australia

Remote Type: In Office

Time Type: Full time

Job Description

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 5+ 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.

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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 [email protected] with your specific accommodation request.