Position : Senior Program Manager (Genesys Cloud CX)
Type : B to B contract
Location : Barcelona Spain

leading an end-to-end multi-country migration of a contact-centre platform to Genesys Cloud CX, integrated with Salesforce Service eCARE.

The programme lead owns the integrated plan, governance and executive reporting, drives migration waves (readiness, cutover rehearsals, rollback, hypercare, handover), rationalises legacy routing/IVR/queues/reporting, and coordinates cross-market dependencies across IT, operations, data, security and procurement.

Requires hands-on programme leadership of a Genesys Cloud CX deployment/migration, strong integration delivery experience (CRM/identity/data/reporting), and operational transition in customer-facing environments; English fluent is mandatory, Spanish preferred, with some business travel.

Skills:





End-to-end programme leadership for large CCaaS/contact-centre technology programmes (mobilisation to operational transition)
Hands-on programme leadership of a Genesys Cloud CX migration or deployment
Programme governance, integrated planning, controls, and executive reporting
Multi-country / multi-site migration wave management (readiness, cutover rehearsals, rollback, hypercare, handover)
Contact-centre design/configuration/testing/cutover/adoption management within a controlled programme
Integration delivery with CRM, case management, identity, data and reporting systems
Business readiness, training, adoption and measurable outcomes tracking for customer-facing operations
Managing interdependent roadmaps and cross-market dependencies (product, IT, operations, data, security, procurement)
English fluency (mandatory)

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