Senior CX & AI Transformation Lead

Talkdesk; Comunidad de Madrid; On-site; EUR 90,000 - 120,000; Full time

Job summary

Talkdesk is embedding a dedicated Customer Experience Manager within the Orange team to maximize the Talkdesk platform value and support Orange's CX and AI transformation. You will lead strategic customer initiatives and orchestrate Talkdesk teams to deliver measurable outcomes.

In this role you will develop AI-enabled use cases, drive adoption, and ensure successful integration across APIs, data flows, and architecture.

Qualifications

• Experience managing complex enterprise customers in SaaS/CCaaS/CX environments.
• Strong technical aptitude for APIs, integrations, architecture, and data.
• Practical knowledge of AI, Generative AI, and AI configuration.
• Excellent analytical and problem solving with business outcomes.
• Ability to engage executive and technical stakeholders.
• Experience in Conversational AI or AI Agents is a plus.
• Fluency in Spanish and English.

Responsibilities

• Identify, prioritise, and support AI and Agentic use cases.
• Translate challenges into defined use cases, success criteria, outcomes.
• Drive adoption and orchestrate Talkdesk teams for outcome delivery.
• Communicate adoption, performance, risks, and recommendations.
• Provide hands-on guidance and configuration support when needed.
• Maintain platform knowledge across Talkdesk and Orange environment.

Skills

Enterprise SaaS

CCaaS experience

CX strategy

API integrations

AI configuration

Analytics

Stakeholder management

Bilingual SP/EN

Job description

Talkdesk is embedding a dedicated Customer Experience Manager within the Orange team to maximize the Talkdesk platform value and support Orange's CX and AI transformation. You will lead strategic customer initiatives and orchestrate Talkdesk teams to deliver measurable outcomes.

In this role you will develop AI-enabled use cases, drive adoption, and ensure successful integration across APIs, data flows, and architecture.