AI CX Strategy Lead for Enterprise Accounts

Talkdesk; United States; Remote; USD 99,000 - 143,000; Full time

Job summary

Talkdesk is seeking a dedicated AI Customer Experience Manager embedded with a major Spanish enterprise to maximize Talkdesk value and drive CX and AI transformation. You will lead strategic customer initiatives across AI use cases, coordinate Talkdesk teams, and ensure adoption and measurable outcomes while bridging business and technical stakeholders in Madrid.

This role requires deep product, engineering and services collaboration, with a roadmap-driven approach and a passion for scaling

Qualifications

• Experience managing complex enterprise customers in SaaS, CCaaS, CX.
• Strong understanding of contact centre operations and CX technology.
• Technical aptitude for APIs, integrations, architecture, routing, data, and AI configuration.
• Practical interest in AI, Generative AI, and Agentic tech.
• Strong analytical and problem-solving skills with stakeholder influence.
• Ability to work with executive and technical stakeholders.
• Fluent in Spanish and English.

Responsibilities

• Identify, prioritise AI and Agentic use cases based on business priorities.
• Translate business challenges into defined use cases, success criteria, and measurable outcomes.
• Advise on Talkdesk products/features mainly Talkdesk AI.
• Coordinate Product, Engineering, Professional Services, or Customer Care to drive adoption.
• Establish adoption plans and communicate performance, risks and recommendations.

Skills

SaaS Enterprise

CCaaS

CX Technology

AI / Generative AI

APIs & Integrations

Data & Analytics

Executive Stakeholder Alignment

Bilingual EN/ES

Ownership & Coordination

Communication Skills

Tools

Talkdesk

APIs

Data pipelines

Job description

Talkdesk is seeking a dedicated AI Customer Experience Manager embedded with a major Spanish enterprise to maximize Talkdesk value and drive CX and AI transformation. You will lead strategic customer initiatives across AI use cases, coordinate Talkdesk teams, and ensure adoption and measurable outcomes while bridging business and technical stakeholders in Madrid.

This role requires deep product, engineering and services collaboration, with a roadmap-driven approach and a passion for scaling