• 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 (such as automation, conversational bots, predictive analytics, and 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 that 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 & optimise 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 realisation 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

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description At Iron Bow, our Consulting Systems Engineers (CSEs) are seasoned presales engineering professionals with a deep passion for technology and commitment to helping customers achieve their business outcomes. As a CSE, you’ll collaborate with our engineering teams to develop innovative and tailored solutions for our clients. This role offers exposure to a diverse range of technologies, with continuous opportunities to learn and adapt to new advancements. - Possess a keen eye for detail and a creative problem-solving mindset. - Ability to think outside the box and work with a sense of urgency. - Passion for innovation. CSEs are integral to Iron Bow’s strategic approach, leveraging their technical expertise and domain knowledge to craft solutions that align with our pillar strategies: IT modernization, Workforce Experience, Digital Transformation, and Cybersecurity. Qualifications - A broad understanding of technology and the ability to consult with customers regarding cloud, collaboration, security, data center, networking mobility & end user devices, managed services, and digital/IoT transformation. - Typically requires a Bachelor degree in a related field and 10 years experience in engineering presales or related experience. - Ability to develop an area of specialization. - Experience with other lead OEMs, as well as experience with OEM configuration and operation toolsets. - Knowledge of relevant solutions sets, product line specifications, performance criteria, and applications. - Excellent written and verbal communication, listening, negotiation, and presentation skills. - Ability to work effectively, add value as a team member, and assume a technical leadership role for the team. - Demonstrated technical knowledge and consultative skills. - Relevant experience in key competitor offerings in technology areas to drive business outcomes. - Comfortable working in a team environment with high performing employees and collaborating with internal technical experts to develop and drive solutions. - US citizenship is required. - Government clearance is a plus. - OEM Certifications are a plus (Dell datacenter ideally). - Experience with Department of Justice desired but not required. Requirements - Work in concert with Account Teams to build consultative relationships and provide IT solutions and professional services to customer base (engagement, program, and managed services). - Focus on innovative technical presales solutions to include cloud, collaboration, security, data center, networking mobility & end user devices, managed services, and digital/IoT transformation. - Work as a trusted advisor to provide leadership in knowledge of key products, solutions, and partners. - Develop proposals and SOWs, assisting account teams in effectively packaging, pricing, and presenting solutions to customers. - Lead proposal solutioning as the technical solution owner. - Validation and creation of Bills of Materials from leading OEMs using appropriate configuration tools. - Provide technical assistance to customers and Account Teams. - Obtain customer integration service needs, challenges, and product requirements to develop business cases to drive solutions. - Understand and communicate IT strategy and vision based on Iron Bow’s capabilities to meet your customers’ technical requirements. Benefits - Collaborative Environment - Collaboration isn’t a buzzword; it's the key to our success. - Integrity - Ethical standards are non-negotiable at Iron Bow. - Transformation - Join us in redesigning the customer and employee experience. - Thriving Culture - Our company culture promotes an environment where innovation flourishes. - Impactful Work - You'll be part of meaningful projects that make a difference. - Innovation & Excellence - We're at the forefront of our industry, pushing boundaries. - Flexibility & Autonomy - We encourage our team members to excel and make decisions. - Resources - Access the tools and support needed to succeed; we’re heavily invested! Travel Requirements This is a remote position we prefer candidates based in the National Capital Region or within the Mid Atlantic region and may include up to 20% travel.

• Directly engage with customers individually or as part of a technical delivery team • Oversee and advise on the implementation of the customers Snowflake platform • Demonstrate technical leadership through personally developed code, solution architectures and implementation recommendations • Provide customers with standard practices and advise as it relates to AI/ML workloads in Snowflake • Act as a trusted advisor to customer executive leadership for thought leadership and solution approaches • Extract business requirements from customers and translate them into a well-architected recommendation • Develop and provide forward looking guidance and future state roadmaps • Leverage known best practices and solutions to reduce risk to customer implementations • Decompose future state goals into actionable execution plans • Collaborate with Snowflake GTM and product teams to ensure customer alignment to Snowflake goals • Coach and guide customers on how to best use Snowflake’s suite of AI Tools

• In this newly created role, you will work in a growing team on the technical development and integration of our platform — focusing on interfaces, automation, and system connections. You will act as an important bridge between engineering, customer requirements, and our sales team. • Design and implementation of interfaces/integrations to third-party systems (e.g., timekeeping or HR environments) • Migration and connection of existing customer systems to KIDICAP® • Development and optimization of automations (e.g., scripting, recurring processes, technical workflows) • Support for releases, updates, and monitoring of our cloud environments • Analysis of customer systems and requirements: you identify technical opportunities and priorities and implement them pragmatically • Technical coordination with customers and partners: you explain architecture, access concepts, and integration options in an understandable way • Collaboration with internal stakeholders, e.g., the sales team, to clearly translate technical feasibility and solution approaches