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, a

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