AtK-LAGAN, we are looking for aSenior Program Manager (Genesys Cloud CX / CCaaS)to join our team inBarcelona. 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: maximumup 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!AtK-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.#J-18808-Ljbffr

📌 Gerente Senior De Programas De Proyectos (Madrid)
🏢 K-Lagan
📍 Madrid