Global CCaaS & Genesys Cloud CX Program Lead

Business Insights; Bellprat; On-site; EUR 65,000 - 68,000; Full time

Benefits offered by this job

International travel

Flexible working hours

Professional growth

Job summary

Business Insights, a software engineering company, is seeking a Senior Program Manager to lead an international Genesys Cloud CX migration and CCaaS transformation. You will coordinate across countries, manage budgets and timelines, and drive user adoption to ensure a successful deployment.

The role focuses on governance, stakeholder engagement and delivering measurable CX improvements across global teams. Barcelona-based, with travel as required.

Qualifications

• Extensive experience as a Senior Program Manager leading large-scale international transformations.
• Proven experience managing end-to-end CCaaS / Contact Center migrations and deployments.
• Strong hands-on programme leadership experience with Genesys Cloud CX.
• Experience managing complex international roadmaps across multiple countries or business units.
• Solid understanding of Contact Center operations, including IVR, omnichannel routing, queue management, workforce management and analytics.
• Experience coordinating CRM integrations, preferably Salesforce or similar platforms.
• Strong expertise in programme governance, budget management, RAID, vendor management and resource planning.
• Experience leading business readiness, change management, cutover, hypercare and operational transition.
• Excellent stakeholder management and leadership skills, including interaction with C-level executives.
• Strong business-oriented mindset, problem-solving skills and ability to manage complex programmes.
• Fluent professional English – mandatory.

Responsibilities

• Lead the end-to-end Genesys Cloud CX migration, from planning and design to deployment, cutover and operational transition.
• Define and manage international programme roadmaps, milestones, budgets, resources, risks and dependencies.
• Coordinate cross-functional teams across Business, Operations, IT, Customer Experience and external vendors.
• Oversee Contact Center migration activities, including IVR, routing, queues, digital channels and CRM integrations.
• Manage country-by-country deployments, ensuring business readiness, testing, cutover and hypercare.
• Drive change management, process improvement and user adoption.
• Monitor programme KPIs, financial performance and business outcomes.
• Provide executive reporting and manage senior stakeholders across international environments.
• Ensure successful transition to operations and continuous improvement after deployment.

Skills

Program management

International programs

Genesys Cloud CX

CCaaS migrations

Stakeholder management

Budget management

Change management

RAID

Vendor management

Executive reporting

English fluency

CRM integrations

Tools

Salesforce

Job description

Business Insights, a software engineering company, is seeking a Senior Program Manager to lead an international Genesys Cloud CX migration and CCaaS transformation. You will coordinate across countries, manage budgets and timelines, and drive user adoption to ensure a successful deployment.

The role focuses on governance, stakeholder engagement and delivering measurable CX improvements across global teams. Barcelona-based, with travel as required.