AI Customer Experience Manager

The role

This person will maximize the value of the Talkdesk platform and support a major Spanish enterprise customer's CX and AI transformation. They will identify and optimize AI and Agentic use cases while acting as a trusted advisor to business and technical teams.

What you will do

• Identify, prioritise, and support AI and Agentic use cases
• Translate business challenges into defined use cases and measurable outcomes
• Support use cases from discovery and pilot through adoption and scale
• Advise on Talkdesk products and features mainly on Talkdesk AI
• Maintain technical knowledge of the Talkdesk platform and customer environment
• Engage with customer technical teams on integrations, APIs, routing, data flows, architecture, and AI configuration
• Drive adoption of Talkdesk capabilities across customer teams
• Deliver enablement and knowledge transfer to increase customer self-sufficiency
• Coordinate Talkdesk teams including Product, Engineering, Professional Services, and Customer Care
• Maintain a structured roadmap of initiatives, priorities, dependencies, and success measures

Required 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 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
• Ability to work effectively with both executive and technical stakeholders
• Strong ownership, communication, relationship and cross-functional coordination skills
• Fluency in Spanish and English

Nice to have

• Experience with Conversational AI, AI Agents, prompt design, AI evaluation, or telecommunications

About the company

Talkdesk is pioneering a new era of Customer Experience Automation (CXA) through AI-first solutions. The company is recognized as a Leader in the Gartner® Magic Quadrant™ for Contact Center as a Service (CCaaS).