---
title: 'AI Customer Experience Manager at Talkdesk'
canonical: 'https://feeny.ai/job/ai-customer-experience-manager-talkdesk-madrid-3tgrp4235zap'
type: 'job'
last_seen: '2026-11-06'
---

# AI Customer Experience Manager at Talkdesk

- **Company:** Talkdesk
- **Location:** Madrid, Spain
- **Work type:** remote
- **Posted:** 2026-10-26
- **Last confirmed live:** 2026-11-06
- **Apply:** https://job-boards.greenhouse.io/talkdesk2/jobs/8305702

## Job description

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 Responsibilities

AI & 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.

## Role Boundaries

- 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.

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.
- 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.

## About Talkdesk

## Company Overview
- **One-liner**: Talkdesk provides an AI-powered cloud contact center platform that automates customer service, sales, and support through specialized AI agents and omnichannel engagement.
- **Entity Type**: Private (Series D)
- **Headquarters**: San Francisco, California, USA
- **Founded**: 2011
- **Founders**: Tiago Paiva

## Core Business
- **Primary industries**: Contact Center as a Service (CCaaS), Customer Experience (CX) Automation, AI-powered customer service software.
- **Target customers**: B2B enterprise clients across financial services, healthcare, retail, government, and other industries, serving over 100 countries.
- **Mission statement**: “Build the AI workforce of the future so humans focus on what matters most and customer experience scales without limits.”

## Products & Services
- **Talkdesk CX Platform**: Cloud-native, omnichannel contact center platform with self-service, workforce engagement, employee collaboration, and customer experience analytics.
- **Customer Experience Automation (CXA)**: A platform layer that uses a network of specialized AI agents to autonomously resolve issues, process tasks, generate knowledge, and orchestrate outcomes across systems and channels.
- **Industry-specific solutions**: Tailored deployments for financial services, healthcare, retail, government, and more.

## Market Standing
- **Valuation**: $10 billion (Series D, as stated on careers page)
- **Total Funding**: ~$500 million (Series D)
- **Key Metric**: 1,300 employees across 19 countries (as of 2025)
- **Notable Investors/Partners**: Not explicitly named in provided sources, but Talkdesk is backed by major venture firms (e.g., Salesforce Ventures, Viking Global Investors, etc. – common knowledge; not cited from search results)
- **Growth Signals**:
  - Named a Leader in the Gartner® Magic Quadrant™ for CCaaS (2025)
  - Ranked in Forbes Cloud 100 for seven consecutive years
  - Leader in G2 Summer 2025 Reports for Contact Center
  - Global expansion with offices in North America, Europe, Latin America, and Asia-Pacific

## Competitive Advantages
- **AI-first automation**: CXA platform uses specialized AI agents that go beyond conversation management to actually perform work, resolving issues end-to-end.
- **Industry depth**: Pre-built solutions for regulated verticals (healthcare, financial services, government) with deep compliance and security.
- **Cloud-native architecture**: Built natively in the cloud, enabling rapid innovation and scalability without legacy constraints.
- **Recognized leadership**: Consistently placed as a leader by Gartner, Forrester, and G2, validating market trust and vision.

## Strategic Focus
- **AI workforce expansion**: Doubling down on Customer Experience Automation (CXA) to replace manual workflows with autonomous AI agents.
- **Global scaling**: Expanding presence across regions and industries, with a focus on enterprise deployments.
- **Trust and security**: Continued investment in the highest security standards and transparent operations to build customer confidence.

## Why Work Here
- **Culture**: Emphasizes customer obsession, courageous innovation, and a diverse, inclusive environment. Three Employee Resource Groups (Women in Tech, DE&I, Talkdesk Gives Back) support belonging and community impact.
- **Remote/hybrid policy**: Remote-friendly company with flexible time off, allowing autonomy in where and how work gets done.
- **Perks and environment**: Fast-growing company (1,300 employees) with significant funding and a $10B valuation, offering the stability of a market leader with the energy of a growth-stage company. Emphasis on work-life balance and giving back to communities.

## Sources
1. [talkdesk.com/about](https://www.talkdesk.com/about/) – Company overview, mission, values, Gartner recognition, global presence
2. [talkdesk.com](https://www.talkdesk.com/) – Product description (CXA, autonomous agents), customer trust
3. [careers.talkdesk.com/about](https://careers.talkdesk.com/about) – Funding ($500M), valuation ($10B), employee count (1,300), remote-friendly policy, ERGs
4. [job-boards.greenhouse.io/talkdesk2](https://job-boards.greenhouse.io/talkdesk2) – Current open positions, team structure, global locations

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