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Alexis Paniagua
Services Consultant @Zendesk
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WORK HISTORY
Services Consultant @Zendesk
Mexico City, MX
I specialize in the crucial onboarding phase of the customer lifecycle, translating complex business needs into tangible, high-impact product and technical solutions. As a Services Consultant, I bridge the gap between customer vision and practical reality, ensuring a seamless implementation of Zendesk products into customer support and service operations.My core expertise is in CX automation and AI agents. I lead the full implementation lifecycle—from scoping and discovery to launch and optimization—clarifying customer objectives, mapping processes, and owning the solution design for conversational AI flows. I serve as a product expert, providing recommendations on conversational design best practices and managing effective change strategies.I combine strong project management skills and deep business analysis with an analytical mindset, leveraging data to drive improvements in solution design and operational efficiency. My focus is on service quality, stakeholder expectation management, and ensuring a controlled, successful transition to a \"business-as-usual\" state that sets the stage for continuous improvement.
EDUCATION
Tecnologico de Estudios Superiores de Ecatepec
Master's degree, Mechatronics, Robotics, and Automation Engineering
Universidad Tecnológica de México
Master's degree, Project Management
The Anglo
English Courses
Tecnologico de Estudios Superiores de Ecatepec
Bachelor of Engineering - BE, Mechatronics, Robotics, and Automation Engineering
Instituto Politécnico Nacional
German Studies
ABOUT ALEXIS PANIAGUA
Hello, my name is Alexis. I’m a Mechatronic Engineering graduate from TESE, currently based in the metropolitan area of Mexico City. With professional-level English, a valid passport, and a U.S. visa, I’m open to new opportunities both in Mexico and internationally, including relocation.I currently serve as a Services Consultant at Zendesk, where I lead AI-powered onboarding and implementation projects for clients across various industries. As the Onboarding Manager, I’m responsible for defining project scope, managing timelines, configuring workflows, and driving successful adoption of Zendesk’s AI Agent and omnichannel capabilities. I combine project management, technical expertise, and customer success skills to ensure smooth delivery and measurable results. Collaborating cross-functionally with solution architects and product teams, I help organizations enhance CX, automate processes, and maximize ROI through tailored Zendesk implementations.In parallel, I’m pursuing a Master’s degree in Project Management, which allows me to strengthen my abilities in agile methodologies, stakeholder engagement, and performance control. I apply PMI and PMBOK frameworks daily to lead complex onboarding initiatives with efficiency and strategic alignment.Before Zendesk, I worked as a Technical Success Manager (merging both Technical Account Manager and Customer Success Manager roles) at Qualtrics, where I lead strategic projects for global clients in healthcare, finance, retail, and commerce. My role involves full-cycle project management, focusing on enhancing customer and employee experience through the Qualtrics XM platform (SaaS platform), I provide technical advice, troubleshooting, often leveraging APIs to manage integrations, data migrations, automation, and authentication between Qualtrics and other CRMs, while driving usage and adoption, training and onboarding new users, creating success plans and guiding organizations to optimize their experience program and add more value to it.Previously, I served as a Technical Consulting Engineer at Cisco TAC, specializing in Data Center–Server Virtualization, providing global technical support and automation through Cisco UCS, VMware, and Linux environments. Earlier, at Ericsson, I worked on telecom integration projects across North America, configuring and troubleshooting 2G–5G networks in Linux and CLI-based systems.I’m passionate about technology, customer experience, and innovation in AI. Feel free to contact me at m••••••••@gmail.com — I’d be glad to connect and share more about my experience.
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