Senior CCaaS Program Manager – Genesys Cloud CX (Barcelona)

K-LAGAN; Barcelona; Hybrid; EUR 45,000 - 50,000; Full time

Benefits offered by this job

Barbecues & tech coffee breaks

Summer & Christmas dinners

Solidarity days

Private health insurance

Job summary

K-LAGAN in Barcelona is seeking a Senior Program Manager to lead large-scale CCaaS transformation programs, from mobilization to deployment and hypercare.

You will drive international migrations to Genesys Cloud CX, coordinate multi-country waves, and partner with operations to redesign journeys and ensure smooth transition. This role requires strong executive presence, advanced English, and certifications in PM/PRINCE2/MSP, with a hybrid Barcelona work model.

Qualifications

• Proven CCaaS program leadership across large-scale transformations.
• Hands-on Genesys Cloud CX deployments or migrations from legacy platforms.
• Deep contact center domain knowledge: telephony, IVR, omnichannel routing, WFM, analytics, CRM integrations.
• End-to-end program execution: RAID, vendor mgmt, resourcing, financial tracking, QA, benefits realization.
• Advanced English (C1) for international stakeholders.
• Genesys Cloud CX certifications held or pursued.
• Experience introducing AI-enabled capabilities (virtual agents, agent assist, analytics).
• Background in regulated sectors (insurance/financial services/assistance).
• Certifications in PM/Program management (MSP, PMP, PRINCE2) or Agile.
• Delivery-led and action-oriented with ability to navigate ambiguity.
• Influential and collaborative with executive presence across cross-border teams.
• Location: Barcelona, hybrid up to 2 days on-site in Barcelona office.

Responsibilities

• Lead integrated program plan, governance cadence, risk/financial controls across international roadmaps.
• Oversee end-to-end Genesys Cloud CX migrations from discovery to hypercare.
• Coordinate multi-country migration waves with local requirements and regulatory constraints.
• Partner with operations to redesign journeys, drive digital adoption and ensure smooth transition.
• Align sponsors, technical teams, vendors, and stakeholders with data-driven decisions.

Skills

CCaaS Leadership

Genesys Cloud CX

Contact Center Knowledge

End-to-End Program Management

English C1

PM/ MSP / PRINCE2

AI Capabilities

Regulated sector experience

Executive Stakeholder Management

Delivery & Execution

Ambiguity Management

Cross-border Collaboration

Education

PMP / Prince2 / MSP Certification

Tools

Genesys Cloud CX

Job description

K-LAGAN in Barcelona is seeking a Senior Program Manager to lead large-scale CCaaS transformation programs, from mobilization to deployment and hypercare.

You will drive international migrations to Genesys Cloud CX, coordinate multi-country waves, and partner with operations to redesign journeys and ensure smooth transition. This role requires strong executive presence, advanced English, and certifications in PM/PRINCE2/MSP, with a hybrid Barcelona work model.