Business Insights

is a Software Engineering company specialized in custom software development, with its own AI product and a strong focus on Talent Tech.

We are currently experiencing a period of growth and are looking for a

Senior Program Manager – Genesys Cloud CX / CCaaS

to join an international transformation programme focused on Contact Center modernization, Customer Experience (CX) and large-scale technology deployments.

We would love you to become part of our team, where you will have the opportunity to grow professionally, collaborate with talented people and work on innovative projects.

You will also have the opportunity to work with leading organizations across different industries, strengthening your expertise and contributing to innovative and effective solutions.

What will be your mission?

Lead the

end-to-end Genesys Cloud CX migration , from planning and design to deployment, cutover and operational transition.

Define and manage international programme roadmaps, milestones, budgets, resources, risks and dependencies.

Coordinate cross-functional teams across

Business, Operations, IT, Customer Experience and external vendors .

Oversee Contact Center migration activities, including

IVR, routing, queues, digital channels and CRM integrations .

Manage country-by-country deployments, ensuring business readiness, testing, cutover and hypercare.

Drive

change management, process improvement and user adoption .

Monitor programme KPIs, financial performance and business outcomes.

Provide executive reporting and manage senior stakeholders across international environments.

Ensure successful transition to operations and continuous improvement after deployment.

What will you do?

Extensive experience as a

Senior Program Manager , leading large-scale international transformation programmes.

Proven experience managing





end-to-end CCaaS / Contact Center migrations and deployments .

Strong hands-on programme leadership experience with

Genesys Cloud CX .

Experience managing complex international roadmaps across multiple countries or business units.

Solid understanding of

Contact Center operations , including IVR, omnichannel routing, queue management, workforce management and analytics.

Experience coordinating

CRM integrations , preferably Salesforce or similar platforms.

Strong expertise in

programme governance, budget management, RAID, vendor management and resource planning .

Experience leading

business readiness, change management, cutover, hypercare and operational transition .

Excellent stakeholder management and leadership skills, including interaction with C-level executives.

Strong business-oriented mindset, problem-solving skills and ability to manage complex programmes.

Fluent professional English – mandatory.

Experience migrating from

Genesys Engage, PureConnect or other enterprise Contact Center platforms .

Experience with

Salesforce Service Cloud .

Knowledge of

AI-powered Contact Center solutions , including virtual agents, Agent Assist and intelligent routing.

Experience in

insurance, financial services or other regulated industries .

PMP, PRINCE2, MSP

or equivalent certifications.

Experience in Contact Center operating-model transformation and vendor transitions.

What can you expect from being part of our team?

Work on stable and challenging international transformation programmes.

Location: Barcelona.

International and collaborative working environment.

Competitive salary 65.000€ a 68.000€ per year

Opportunities for professional growth and continuous learning.

Availability for international business travel is required.

And… plenty of motivation to keep learning!

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📌 Jefe de operaciones de centro de contacto (Barcelona)
🏢 Business Insights
📍 Barcelona