Senior Program Manager – Genesys Cloud CX / CCaaS | Barcelona

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 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?

We are looking for an experienced Senior Program Manager with a strong business and operational focus to lead an international Genesys Cloud CX migration and CCaaS transformation programme.

You will take ownership of the end-to-end programme, coordinating multiple countries, business units and stakeholders to ensure successful deployment, operational readiness and business adoption.

What will you do?

• 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.

To succeed in this role, it is important to have

• 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.

Valued:

• Experience migrating from Genesys Engage, PureConnect or other enterprise Contact Center platforms.

• Genesys Cloud CX certification.

• 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.

• Additional European languages.

What can you expect from being part of our team?

• Work on stable and challenging international transformation programmes.

• Location: Barcelona.

• Salary: 65.000€ a 68.000€ per year

• International and collaborative working environment.

• Flexible working hours.

• Intensive working hours during summer.

• Opportunities for professional growth and continuous learning.

• Availability for international business travel is required.

And… plenty of motivation to keep learning!