Senior CX & AI Transformation Lead

talkdesk2

Madrid

On-site

EUR 85,000 - 120,000

Full time

4 days ago

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Job summary

Talkdesk is seeking a Customer Experience Manager embedded within the Orange team to maximize Talkdesk value and support CX and AI transformation. You will lead strategic customer engagements, work with Orange's business and technical teams to define high-value use cases, particularly AI and Agentic capabilities, and orchestrate Talkdesk teams to drive adoption and measurable outcomes.

You will translate business challenges into use cases, advise on API integrations, maintain platform knowledge,

Qualifications

Experience managing complex enterprise customers in SaaS, CCaaS, CX, or related technology environments.
Strong understanding of contact centre operations and customer experience technology.
Strong technical aptitude, with the ability to engage in discussions involving APIs, integrations, architecture, routing, data, and AI configuration.
Practical understanding and strong interest in AI, Generative AI, and Agentic technologies.
Strong ownership, communication, relationship and cross‑functional coordination skills.
Fluency in Spanish and English.

Responsibilities

Identify, prioritise, and support AI and Agentic use cases based on Orange business priorities.
Translate business challenges into defined use cases, success criteria, and measurable outcomes.
Support use cases from discovery and pilot through adoption, optimisation, and scale.
Advise on Talkdesk products/features mainly on Talkdesk AI.
Evaluate use-case performance and continuously identify opportunities for improvement and expansion.