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.

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