Senior CX Transformation & AI Lead

Talkdesk; Madrid; Sur place; EUR 90 000 - 120 000; Plein temps

Résumé du poste

Talkdesk is seeking a dedicated Customer Experience Manager to embed with the Orange team. You will maximize Talkdesk value, drive AI-enabled use cases, and orchestrate cross-functional teams to deliver measurable business outcomes.

You will translate business challenges into defined use cases, lead technical discussions on integrations and AI configuration, and ensure adoption across Orange while maintaining strong stakeholder relationships.

Qualifications

• Experience managing complex enterprise customers in SaaS, CCaaS, CX.
• Strong understanding of contact centre operations and CX technology.
• Strong technical aptitude for APIs and integrations.
• Practical understanding and strong interest in AI, Generative AI, and Agentic technologies.
• Fluency in Spanish and English.

Responsabilités

• AI & Use Case Development: identify and support AI and Agentic use cases based on Orange priorities and translate business challenges into measurable outcomes.
• Technical Advisory & Platform Optimisation: maintain knowledge of the Talkdesk platform and Orange environment; engage with customer technical teams on integrations, APIs, routing, and AI configuration.
• Strategic Customer Leadership & Orchestration: act as trusted advisor to Orange stakeholders; maintain a structured roadmap and coordinate Talkdesk teams to deliver outcomes.
• Deliver enablement and knowledge transfer to increase Orange's internal capability in Talkdesk products, excluding AI management by CXM/TD teams.

Connaissances

Enterprise SaaS

CCaaS

CX technology

APIs

Integrations

Data flows

Spanish

English

Outils

APIs

Integrations

Talkdesk platform

Data flows

Description du poste

Talkdesk is seeking a dedicated Customer Experience Manager to embed with the Orange team. You will maximize Talkdesk value, drive AI-enabled use cases, and orchestrate cross-functional teams to deliver measurable business outcomes.

You will translate business challenges into defined use cases, lead technical discussions on integrations and AI configuration, and ensure adoption across Orange while maintaining strong stakeholder relationships.