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.

Siga leyendo para descubrir lo que necesitará para tener éxito en este puesto, incluyendo habilidades, cualificaciones y experiencia.

-

- 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. xcskxlj We foster an inclusive environment where technology, talent, and equal opportunity drive real progress.

#J-18808-Ljbffr

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