A fully dedicated Talkdesk AI Customer Experience Manager embedded within the team of a major Spanish enterprise customer, responsible for maximizing the value of the Talkdesk platform and supporting the customer's CX and AI transformation.
This role combines strategic customer leadership with strong technical fluency, working closely with the customer's business and technical teams to identify, develop, and optimize high-value use cases, particularly across AI and Agentic capabilities.
The AI 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 ResponsibilitiesAI & Use Case Development
- Identify, prioritise, and support AI and Agentic use cases based on the customer's 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 the customer's 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.
Adoption & Value Realization
- Drive adoption of Talkdesk capabilities across the customer's teams.
- Establish and track success criteria for strategic initiatives and AI use cases.
- Deliver enablement and knowledge transfer to increase the customer's internal capability and self-sufficiency in general Talkdesk products.
- 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 the customer's business, operational, and technical stakeholders.
- Develop a deep understanding of the customer'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 AI 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 AI CXM may provide hands-on guidance and configuration support where appropriate, with a focus on optimisation and customer self-sufficiency.
- 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.
- Location: Madrid, Spain
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.
Skills Required
- Experience managing complex enterprise customers in SaaS, CCaaS, CX, or related technology environments
- Strong understanding of contact center operations and customer experience technology
- Strong technical aptitude 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, including translating business challenges into technology use cases and measurable outcomes
- Ability to work effectively with executive and technical stakeholders
- Strong ownership, communication, relationship management, and cross-functional coordination skills
- Fluency in Spanish and English
- Experience with Conversational AI, AI Agents, prompt design, AI evaluation, or telecommunications
Talkdesk Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Talkdesk and has not been reviewed or approved by Talkdesk.
-
Leave & Time Off Breadth — Time off is described as generous, with unlimited PTO, paid sick days, and dedicated volunteer time available. Vacation allowances of at least three weeks and an 'unlimited time off' approach are offered, provided work responsibilities are met.
-
Healthcare Strength — Healthcare coverage includes medical, dental, and vision for employees and dependents, alongside disability and life insurance. Coverage depth is highlighted as a core strength within the package.
-
Flexible Benefits — Flexibility is emphasized through a remote-work program and work-from-home options. Compensation elements and perks such as commuter benefits and fitness stipends provide configurable support for different needs.
Talkdesk Insights
What We Do
Talkdesk is a global customer experience leader for customer-obsessed companies. Our contact center solution provides a better way for businesses and customers to engage with one another. Our speed of innovation and global footprint reflect our commitment to ensure businesses everywhere can deliver better customer experiences through any channel, resulting in higher customer satisfaction, cost savings and profitability. Talkdesk CX Cloud is an end-to-end customer experience solution that combines enterprise scale with consumer simplicity. Over 1,800 innovative companies around the world, including IBM, Acxiom, Trivago, and Fujitsu partner with Talkdesk to deliver a better way to great customer experience. Learn more and request a demo at www.talkdesk.com.
