Ref 71223 - Job title: Senior Program Manager - Location: Barcelona

SALARY: 68K MAX OR 525 tjm

Required technical skills:

Demonstrable experience leading large, complex CCaaS or contact-centre technology programmes from mobilisation through deployment and operational transition.

Hands-on programme leadership experience of a Genesys Cloud CX migration or deployment. Experience migrating from Genesys Engage, PureConnect or another enterprise contact-centre platform is strongly preferred.

Strong knowledge of contact-centre capabilities, including telephony, IVR, skills-based and omnichannel routing, queue management, recording, quality management, workforce engagement, analytics and digital channels.

Experience delivering platform integrations with CRM, case-management, identity, data, reporting and operational systems.

Proven ability to manage complex, interdependent roadmaps across multiple countries, sites or business units in an international and multicultural environment.

Extensive programme management capability across planning, governance, financial management, RAID, resourcing, procurement, vendor management, quality assurance and benefits realisation.

Credibility with senior business and technology stakeholders, with the judgement to challenge constructively, simplify complexity and secure timely decisions.

Experience managing business readiness, process change, adoption, cutover, hypercare and transition to support in customer-facing operations.

Excellent professional English. Additional languages and experience working across European or global markets are advantageous.

Preferred experience:

Genesys Cloud CX certification or comparable evidence of strong platform knowledge.

Experience introducing AI-enabled capabilities such as virtual agents, agent assist, interaction analytics, automated quality management or intelligent routing.

Experience in regulated industries, insurance, assistance or financial services.

Recognised programme or project management qualification such as MSP, PMP, PRINCE2 or equivalent agile delivery credentials.

Experience of contact-centre operating-model design, service management and vendor transition

Optional technical skills:

Candidate-selection note

For recruitment, candidates should be assessed primarily on evidence of leading an end-to-end CCaaS deployment and migration, their depth of Genesys Cloud CX experience, and their ability to control a complex international programme. General digital-transformation experience alone should not be treated as sufficient.

Interpersonal skills: Leadership profile

Delivery-led: creates momentum, follows through and maintains control of detail without losing sight of outcomes.

Structured in ambiguity: turns uncertain or competing inputs into explicit decisions, plans and accountabilities.

Commercial and pragmatic: balances quality, risk, speed, cost and operational constraints.

Influential: aligns senior stakeholders and diverse teams across countries and functions.

Customer and operations focused: understands that successful technology deployment requires process redesign, adoption and measurable value.

Resilient and transparent: surfaces issues early, communicates clearly and leads recovery when delivery moves off track.

Mission description:

1. Programme leadership and governance

Develop and own the integrated programme plan, delivery approach, governance cadence, decision framework and programme controls.

Translate strategic outcomes into a sequenced roadmap covering platform foundations, migrations, integrations, capability releases, operational change and benefits realisation.

Manage scope, milestones, dependencies, critical path, resources, budget, risks, issues, assumptions and decisions, with clear escalation and recovery actions.

Provide concise, evidence-based reporting to executive sponsors and governance forums, making trade-offs and decisions visible.

Establish delivery standards across workstreams and ensure plans remain coherent when priorities, dependencies or country readiness change.

2. Genesys migration and CCaaS delivery

Lead the migration to Genesys Cloud CX, ensuring that discovery, target design, configuration, integration, testing, cutover and adoption activities are planned as one controlled programme.

Drive country and site migration waves, including entry and exit criteria, readiness assessments, cutover rehearsals, rollback planning, hypercare and operational handover.

Ensure legacy routing, IVR, queues, skills, numbers, recordings, reporting requirements and business rules are understood and rationalised rather than simply replicated.

Coordinate delivery while maintaining alignment between business requirements, architecture, security, data, compliance and operational needs.

3. International roadmap and dependency management

Build and maintain a complex global roadmap spanning countries, business lines, technology workstreams and operational change.

Identify cross-market dependencies, common capabilities and legitimate local variations; drive standardisation where it creates value and manage exceptions transparently.

Balance platform readiness, business capacity, regulatory considerations, peak operational periods and technical dependencies when sequencing migration waves.

Create a single view of delivery across product, IT, operations, customer experience, data, security, procurement and change teams.

4. Business readiness, change and value

Partner with operational leaders to redesign customer and agent journeys and define the operating model enabled by CCaaS.

Ensure training, communications, workforce readiness, support processes, service management and adoption measures are embedded in each release.

Define and track measurable outcomes such as customer experience, colleague experience, digital adoption, operational performance, resilience and efficiency.

Use post-deployment insight to stabilise services, optimise routing and journeys, and prioritise future capability releases.

Technical environment: CCAAS GENESYS + Salesforce Service eCARE

Business travel: Yes

Programme Manager / Senior