Senior Program Manager – Genesys Cloud CX CCaaS

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

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Program management

CCaaS migrations

Genesys Cloud CX

CRM integrations

Governance & budgeting

Stakeholder management

Executive communication

Change management

Education

PMP, PRINCE2, MSP certifications

Tools

Salesforce Service Cloud

Job description

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.