Descripción de la oferta
At K-LAGAN, we are looking for a Senior Program Manager (Genesys Cloud CX / CCaaS) to join our team in Barcelona. In this role, you will lead complex, large-scale contact center technology programs from mobilization through deployment, international wave migration, and operational transition.
Program Leadership & Governance: Develop and own the integrated program plan, delivery approach, governance cadence, decision framework, and risk/financial controls across complex international roadmaps.
Genesys Cloud CX Migration & Delivery: Lead end-to-end migrations to Genesys Cloud CX (from legacy platforms such as Genesys Engage, PureConnect, or similar enterprise CCaaS/telephony systems), ensuring seamless discovery, target design, testing, cutover, and hypercare.
International Roadmap & Dependency Management: Coordinate multi-country/site migration waves across diverse business units, balancing local requirements, regulatory compliance, operational capacity, and platform standardization.
Operational Transformation & Business Readiness: Partner with operational leaders to redesign agent/customer journeys, ensure process change management, drive digital adoption, and ensure smooth operational transition to support.
Stakeholder Management: Align executive sponsors, technical teams, vendor partners, and cross-functional business stakeholders through transparent communication and data-driven decision-making.
What We Are Looking For:
Required Technical & Professional Experience:
Proven CCaaS Program Leadership: Demonstrable track record leading large, complex CCaaS or contact-center technology transformations from inception to hypercare.
Genesys Cloud CX Expertise: Hands-on program management experience with Genesys Cloud CX deployments or migrations from legacy platforms.
Deep Contact Center Domain Knowledge: Solid background in telephony, IVR, omnichannel/skills-based routing, workforce engagement, queue management, recording, analytics, and CRM/case-management platform integrations.
End-to-End Program Execution: Robust expertise in planning, RAID management, vendor management, resourcing, financial tracking, quality assurance, and benefits realization.
Language Skills: Advanced / Fluent English (C1 level required) for daily interaction with international stakeholders and teams.
Genesys Cloud CX official certifications.
Experience introducing AI-enabled capabilities (e.g., virtual agents, agent assist, interaction analytics, intelligent routing).
Background in regulated sectors such as insurance, financial services, or assistance services.
Recognized certifications in Project/Program Management (MSP, PMP, PRINCE2) or Agile frameworks.
Delivery-Led & Action-Oriented: Drives momentum, maintains control of execution details, and focuses on tangible business outcomes.
Structured in Ambiguity: Ability to translate uncertain or competing inputs into actionable plans, clear decisions, and accountabilities.
Influential & Collaborative: Strong executive presence with the ability to challenge constructively, simplify complexity, and align diverse cross-border teams.
Location: Barcelona (Hybrid model: maximum up to 2 days/week on-site in Barcelona office, subject to review). Candidates must be located in/around Barcelona.
Work Type: Full-time.
Salary Range: €45,000 – €50,000 gross/year (negotiable based on experience and profile alignment).
Project: Long-term, high-impact international contact center transformation project.
Permanent Contract: Stable, long-term career opportunity within an international tech environment.
Continuous Follow-up: Regular 1-on-1 meetings with your Business Manager (BM) to support your career path and professional growth.
Training & Upskilling: Continuous access to internal training in tech skills, soft skills, and languages.
Team Building & Events: Barbecues, tech coffee breaks, Summer & Christmas dinners, and solidarity days.
Health & Well-being: Private health insurance and fully covered medical insurance.
Birthday Off: Enjoy your birthday with a free day off!
At K-LAGAN, we bet on people's growth and high-impact engineering projects. We foster an inclusive environment where technology, talent, and equal opportunity drive real progress.
#J-18808-Ljbffr
