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.

? Key Responsibilities:
• 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, anal

📌 Gerente Senior de Programas de Proyectos (Barcelona)
🏢 K-Lagan
📍 Barcelona