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.

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