Contact Center Delivery Lead (Barcelona)

Contact Center Delivery Lead (Barcelona)

Job Description:

Become Our Genesys Cloud Contact Center Delivery Lead at AXA Partners!
Drive the future of customer engagement with innovative cloud solutions and lead transformational projects across multiple countries!

What you’ll be doing:

As the Genesys Cloud Contact Center Delivery Lead, you will be at the forefront of AXA Partners’ digital transformation, spearheading the design, configuration, and continuous optimization of the Genesys Cloud platform. Your role will bridge business needs and technical implementation, ensuring seamless deployment across over 20 countries. You will lead the technical configuration, manage integrations, and support operational excellence to deliver a superior customer experience. This is a unique opportunity to shape the future of omnichannel engagement while collaborating with international teams, vendors, and stakeholders in a dynamic, global environment.

What you’ll bring:

- Over 5 years of proven experience with Genesys Cloud platform implementation, configuration, and administration
- Deep understanding of contact center operations, including call routing, IVR, omnichannel engagement, and AI functionalities
- Strong technical expertise in API integrations, scripting, and system architecture
- Knowledge of telephony systems, CRM integrations (e.g., Salesforce), and back-end data sources
- Ability to translate business requirements into technical solutions and vice versa
- Experience leading complex projects, including testing, deployment, and support phases
- Excellent communication skills in professional English (French and Spanish are advantageous)
- Strong analytical, problem-solving, and leadership skills,



with a focus on collaboration and continuous improvement
- Certifications such as Genesys Cloud CX Certification are a plus

If you are passionate about customer experience, digital transformation, and working in an international environment, we look forward to your application to join AXA Partners’ innovative journey!

To apply, click on the ‘apply for this job’ button, you’ll then need to log in or create a profile to submit your CV. We’re proud to be an Equal Opportunities Employer and don’t discriminate against employees or potential employees based on protected characteristics. If you have a long-term condition or disability and require adjustments during the application or interview process, please send an email to AXA Partners General HR Response - [email protected]

Who we are:

We’re AXA Partners, experts at designing and delivering assistance solutions and specialised insurance, credit, and lifestyle protection – with and for our partners worldwide. What sets us apart? The expertise and passion of our 8,500+ people, and a strong network of over 55,000 professionals all over the world. Powered by them and our sector-leading technology, we continuously evolve, adapt and thrive – offering solutions and services that make sure we’re always at people’s side, no matter what. Helping others is our passion. Combining the best digital technology with our warm, human touch, we’re always looking at new ways to offer seamless and reassuring experiences when it really matters.

Join a company that helps protect the forests! At AXA Partners, we plant a tree for every new recruit (with a permanent contract)

📌 Contact Center Delivery Lead (Barcelona)
🏢 Axa
📍 Barcelona