Jefe de operaciones de centro de contacto

Business Insights

Barcelona

In loco

EUR 65.000 - 68.000

Tempo pieno

1 ora fa

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Descrizione del lavoro

Business Insights, a Software Engineering company, is seeking a Senior Program Manager to lead end-to-end CCaaS migrations and Genesys Cloud CX deployments from planning through cutover and operational transition in Barcelona.

You will manage international roadmaps, budgets and cross-functional teams across multiple countries, with a focus on customer experience, change management and executive reporting.

Competenze

Extensive experience as a Senior Program Manager leading large-scale international transformation programmes.
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 Service Cloud.
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.
Fluent professional English – mandatory.
Experience migrating from Genesys Engage, PureConnect or other enterprise Contact Center platforms.
Knowledge of AI-powered Contact Center solutions, including virtual agents, Agent Assist and intelligent routing.
Experience in insurance, financial services or other regulated industries.
PMP, PRINCE2, MSP certifications.
Experience in Contact Center operating-model transformation and vendor transitions.

Mansioni

Lead the end-to-end Genesys Cloud CX migration across planning, design, deployment, cutover and transition to operations.
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.

Conoscenze

Program management

CCaaS migrations

Genesys Cloud CX

CRM integrations

Governance & budgeting

Stakeholder management

Executive communication

Change management

Formazione

PMP, PRINCE2, MSP certifications

Strumenti

Salesforce Service Cloud

Descrizione del lavoro

Business Insights is a Software Engineering company specialized in custom software development, with its own AI product and a strong focus on Talent Tech.

We are currently experiencing a period of growth and are looking for a Senior Program Manager – Genesys Cloud CX / CCaaS to join an international transformation programme focused on Contact Center modernization, Customer Experience (CX) and large-scale technology deployments.

We would love you to become part of our team, where you will have the opportunity to grow professionally, collaborate with talented people and work on innovative projects.

You will also have the opportunity to work with leading organizations across different industries, strengthening your expertise and contributing to innovative and effective solutions.

What will be your mission?

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.

What will you do?

Extensive experience as a Senior Program Manager, leading large-scale international transformation programmes.
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.
Experience migrating from Genesys Engage, PureConnect or other enterprise Contact Center platforms.
Experience with Salesforce Service Cloud.
Knowledge of AI-powered Contact Center solutions, including virtual agents, Agent Assist and intelligent routing.
Experience in insurance, financial services or other regulated industries.
PMP, PRINCE2, MSP or equivalent certifications.
Experience in Contact Center operating-model transformation and vendor transitions.