Introduction: Our Mission
At Zendesk, we’re on a mission to power the best customer experiences on the planet. We believe that the future of CX is Agentic, and we are rebuilding the service economy with AI at the center. We help companies turn every customer interaction into a meaningful relationship through software that is powerful, flexible, and—above all—human-centric.
The Impact: Why This Role Matters
As an Agentic AI Strategist within our elite Forward Deployed Engineering team, you aren't just selling a vision; you are building the reality. You sit at the critical intersection of high-stakes Sales strategy and hands-on technical execution.
In this role, you will be the "Proof of Value" architect for our most strategic enterprise customers in the APAC region. By rapidly deploying live AI pilots, you prove the ROI of Zendesk AI in real-world scenarios—directly reducing support costs and improving service quality—effectively de-risking the investment decision and accelerating the path to commercial signature.
What You’ll Be Doing
Lead the Pilot Lifecycle: Own the end-to-end discovery, scoping, and technical delivery of AI pilot engagements to prove the "art of the possible" for high-value strategic accounts.
Hands-on Technical Configuration: Act as a "scrappy technical operator" by building and implementing live pilots using Zendesk’s latest AI Agents and Copilots, including troubleshooting integrations, APIs, and Webhooks.
Drive AI Readiness: Collaborate with customers to optimize their "building blocks" for AI adoption—refining Knowledge Bases, transitioning from Chat to Messaging, and ensuring data integrity.
Strategic Alignment: Partner closely with Sales, Solutions Consulting, and Customer Success to ensure pilots address specific business outcomes and success metrics (e.g., ticket deflection, automation rates).
Stakeholder Management: Drive executive alignment and lead change management efforts (ADKAR/Prosci) to ensure smooth post-pilot handoffs to Professional Services or Customer Success teams.
Product Advocacy: Interface directly with Product and Engineering teams to flag feature dependencies, manage product gaps, and influence the global AI roadmap based on frontline feedback.
What You Bring to the Role
Start-up Agility: A "can-do" mindset with the ability to adapt to rapid product evolutions and react with urgency to solve complex customer challenges.
Technical Fluency: You are highly technical and comfortable collaborating with developers and IT leads, yet possess the storytelling ability to articulate business value to C-suite stakeholders.
Outcome-Driven: A relentless focus on Time-to-Value and Pilot Conversion Rates, ensuring every technical configuration leads to a signed commercial deal.
Hybrid Skills: You have the rare ability to "do it yourself" (hands-on building) while also leading a cross-functional team of implementers.
Basic Qualifications
5+ years of experience in Enterprise SaaS, specifically within Implementation, Solutions Architecture, or Technical Consulting.
Proven Technical Literacy: Experience with APIs, Webhooks, and basic scripting/troubleshooting is essential.
CX Industry Expertise: Deep understanding of Customer Experience operations, support workflows, and the modern helpdesk ecosystem.
Project Management Excellence: Demonstrated experience in structured delivery and managing the lifecycle of complex software deployments.
Preferred Qualifications
Zendesk Power-User: Advanced hands-on knowledge of the Zendesk product suite (Support, Guide, Messaging).
AI & Automation Background: Direct experience with Cognitive Automation, RPA, or LLM prompting/integration.
Change Management Certified: Experience with ADKAR, Prosci, or similar methodologies for driving digital transformation.
APAC Market Knowledge: Familiarity with the enterprise landscape and business nuances within the Singapore and wider Asia Pacific (APAC) markets.
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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.
