Senior CX Manager

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

A fully dedicated Talkdesk Customer Experience Manager embedded within the Orange team, responsible for maximizing the value of the Talkdesk platform and supporting Orange's CX and AI transformation.This role combines strategic customer leadership with strong technical fluency, working closely with Orange business and technical teams to identify, develop, and optimize high-value use cases, particularly across AI and Agentic capabilities.The CXM acts as a trusted advisor and orchestrates the appropriate Talkdesk teams across Product, Engineering, Professional Services, and Customer Care to drive adoption and measurable business outcomes.

Core Responsibilities

AI & Use Case Development

• 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.

Technical Advisory & Platform Optimisation

• Maintain strong technical knowledge of the Talkdesk platform and Orange environment.
• Engage confidently with customer technical teams on topics including integrations, APIs, routing, data flows, architecture, and AI configuration.
• Identify platform optimisation opportunities and proactively surface technical risks or dependencies.
• Facilitate working sessions and coordinate Product, Engineering, Professional Services, or Customer Care when deeper expertise is required.
• Drive adoption of Talkdesk capabilities across Orange teams.
• Establish and track success criteria for strategic initiatives and AI use cases.
• Deliver enablement and knowledge transfer to increase Orange's internal capability and self-sufficiency in general Talkdesk products, with exception to AI, which will be managed by the CXM and TD teams directly.
• Regularly communicate adoption, performance, business outcomes, risks, and recommendations.
• Identify opportunities to scale successful capabilities and use cases based on demonstrated value.

Strategic Customer Leadership & Orchestration

• Act as a trusted advisor to Orange business, operational, and technical stakeholders.
• Develop a deep understanding of Orange's CX strategy, priorities, and technology landscape.
• Maintain a structured roadmap of initiatives, priorities, dependencies, and success measures.
• Coordinate the appropriate Talkdesk teams and maintain visibility of critical commitments and escalations.
• Surface customer needs and product gaps to Talkdesk Product and Engineering with clear business context and impact.
• The CXM owns customer outcomes, adoption, optimisation, and orchestration but does not replace Professional Services, Customer Care, or Engineering.
• New implementations and major solution builds remain the responsibility of Professional Services.
• Product defects and technical incidents remain owned by Customer Care and Engineering through established support processes.
• The CXM may provide hands-on guidance and configuration support where appropriate, with a focus on optimisation and customer self-sufficiency.

Candidate Profile

• 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 analytical and problem-solving skills, with the ability to translate business challenges into technology use cases and measurable outcomes.
• Ability to work effectively with both executive and technical stakeholders.
• Strong ownership, communication, relationship and cross-functional coordination skills.
• Experience with Conversational AI, AI Agents, prompt design, AI evaluation, or telecommunications is a strong plus.
• Fluency in Spanish and English.

Talkdesk is pioneering a new era of Customer Experience Automation (CXA), redefining how the world’s most admired brands interact with their customers through AI. Our global team of courageous innovators is customer-obsessed, building AI-first solutions that put empathy, trust, and transparency at the center of every interaction. We foster an inclusive culture where diverse perspectives drive our success and every voice belongs. Combining the stability of a global leader with the agility of a disruptor, Talkdeskers are empowered with the autonomy to drive meaningful impact, while giving back to the communities and environment around us.

Talkdesk has been recognized as a Leader in the Gartner® Magic Quadrant™ for Contact Center as a Service (CCaaS) and in the G2 Overall Grid® Reports for AI Agents and Contact Center. With seven consecutive years on the Forbes Cloud 100 and multiple AI Breakthrough awards, there has never been a more exciting time to join us as we shape the future of customer experience automation!

Work Environment and Physical Requirements

Primarily office-environment work, extended periods of sitting or standing, computer-based work. Limited lifting, and equipment usage limited to computer-related equipment (keyboards, mouse, etc.)

The Talkdesk story hinges on empathy and acceptance. It is the shared goal among all Talkdeskers to empower a new kind of customer hero through our innovative software solution, and we firmly believe that the best path to success for our mission is inclusivity, diversity, and genuine acceptance. To that end, we will hire, promote, work along, cheer for, bond with, and warmly welcome into the Talkdesk family all persons without regard to ethnic and racial identity, indigenous heritage, national origin, religion, gender, gender identity, gender expression, sexual orientation, age, disability, marital status, veteran status, genetic information, or any other legally protected status.