Senior Program Manager - Genesys Cloud CX Implementation in Catalunya, Spain

Further Details

This Senior Program Manager position focuses on leading a critical Genesys Cloud CX migration and implementation initiative within Catalunya, Spain. The role demands expertise in CCaaS technology, complex project governance, and international team coordination. Successful candidates will demonstrate a strong ability to manage the full program lifecycle, ensuring successful deployment and operationalization of advanced customer engagement solutions. Key responsibilities include defining program roadmaps, managing budgets and risks, and ensuring seamless integration with existing CRM and reporting systems. Explore these private sector careers with competitive benefits. This role is ideal for a results-oriented professional passionate about transforming customer service platforms and delivering measurable business outcomes.

Senior Program Manager - Genesys Cloud CX in Catalunya, Spain

Pasiona Consulting is actively seeking a seasoned Senior Program Manager to lead a significant Genesys Cloud CX migration and implementation initiative in Catalunya, Spain. This role is crucial for transforming customer engagement platforms and requires extensive experience in CCaaS technologies and complex program leadership. The position offers a unique opportunity to drive strategic technological advancements and ensure operational excellence in a dynamic international environment.

The ideal candidate will possess a deep understanding of Contact Centre functionalities, including advanced routing, omnichannel capabilities, and system integrations. This is a high-impact role where you will be responsible for the end-to-end program lifecycle, from strategic planning and execution to successful deployment and transition to operations, ultimately delivering measurable business benefits and enhancing customer experience.

• Job Title: Senior Program Manager
• Location: Catalunya, Spain
• Company: Pasiona Consulting
• Key Technologies: Genesys Cloud CX, CRM, Salesforce
• Core Responsibilities: Program leadership, CCaaS migration, stakeholder management, risk mitigation, operational readiness
• Qualifications: Relevant certifications (MSP, PMP, PRINCE2) and extensive program management experience are highly valued.

Skills

• Proven experience leading complex CCaaS or Contact Centre technology programs
• Hands-on experience with Genesys Cloud CX migrations or implementations
• Solid knowledge of telephony, IVR, omnichannel routing, queues, recording, quality management, workforce engagement, analytics, and digital channels
• Experience integrating with CRM, Salesforce, case management systems, identity, data, reporting, and systems
• Experience managing international programs with multiple countries, centers, business units, and multicultural teams
• Strong experience in planning, governance, financial management, budgeting, risks, resources, vendors, and quality control
• Ability to manage complex dependencies, competing priorities, critical milestones, and recovery plans
• Experience in change management, operational readiness, adoption, cutover, hypercare, and transition to support
• Excellent communication skills with executive profiles and business and technology stakeholders
• Results-oriented profile with analytical skills, autonomy, resilience, and decision-making capabilities

Duties and Responsibilities:

• Lead the Genesys Cloud CX migration and implementation program from start to finish
• Define and manage the integrated program plan, roadmap, milestones, dependencies, and governance mechanisms
• Coordinate project phases: analysis, design, configuration, integrations, testing, deployment, and transition of migration waves by country and center
• Oversee Contact Centre functionalities including telephony, IVR, omnichannel routing, queue management, recording, quality, analytics, and digital channels
• Coordinate integrations with Salesforce, CRM, case management systems, data platforms, reporting, and other systems
• Manage budgets, resources, vendors, risks, incidents, dependencies, and recovery plans
• Align IT, architecture, security, operations, customer experience, data, and change management teams
• Manage business readiness, training, communications, user adoption, and business continuity
• Prepare executive reports and facilitate decision-making with key stakeholders
• Define and track performance indicators, customer experience, operational efficiency, and program benefits
• Drive process and capability standardization across countries, managing local particularities when necessary
• Ensure delivery quality and platform stabilization after each deployment

How to apply

• 💼 Prepare your comprehensive Curriculum Vitae (CV) detailing your relevant experience in leading large-scale technology programs and CCaaS implementations, specifically with Genesys Cloud CX.
• 🎓 Ensure your qualifications align with the minimum requirements, including demonstrable experience in program governance, risk management, and international project coordination. Certifications such as MSP, PMP, or PRINCE2 are highly advantageous.
• 🔎 Review the detailed job description and responsibilities to confirm your suitability for this challenging role.
• 🎯 Highlight any experience with Genesys Engage, PureConnect, or other enterprise Contact Centre platforms, as well as integrations with Salesforce and other CRM systems.
• 📅 Note the closing date for applications: 18 December 2026. Ensure your application is submitted well in advance.
• 📩 Submit your application through the designated online portal via the provided link.
• 📌 Applications should be submitted via the eurojobs.com platform.
• 🌐 Visit the eurojobs.com website for the direct application link.
• 👉 Click on the 'Apply Now' button or link to initiate your application process.
• ⏳ Late submissions will not be considered.
• ✅ Ensure all required fields in the application form are completed accurately.