Program Manager CCaaS – Genesys Cloud CX

• Technological project related to the evolution of customer service platforms.
• Location in Barcelona.
• 40-hour work week throughout the year.
• Approximate salary of €34,000 gross per year.

Location: Barcelona

Modality: Hybrid

Working day: 40 hours per week

Salary: Around €34,000 gross per year

Language: High B1 English, at minimum

We are looking for a Program Manager specializing in CCaaS platforms and Genesys Cloud CX to lead a technological migration and implementation program in the contact center field, coordinating technical and business teams and ensuring a controlled transition to the new platform.

The selected person will be responsible for planning and supervising the various phases of the program, managing dependencies and integrations with other corporate systems, and guaranteeing operational continuity during deployments.

• Lead the planning, execution, and monitoring of the migration program to Genesys Cloud CX.
• Coordinate the analysis, design, configuration, integration, testing, deployment, and production transition phases.
• Manage migration plans by country and location, controlling milestones, dependencies, risks, incidents, and resources.
• Coordinate the integrations of Genesys Cloud CX with Salesforce Service, eCARE, and other corporate systems.
• Supervise contact center functionalities: telephony, IVR, omnichannel routing, queues, recordings, quality, and analytics.
• Coordinate the technology, architecture, security, operations, and business teams, ensuring alignment between the different areas.
• Manage program governance, budgets, vendors, and progress reports for project stakeholders.
• Ensure business readiness, user training, change management, and transition to operational support.
• Define and monitor performance, adoption, and efficiency indicators, driving continuous improvement of the platform.

• Demonstrable experience in managing complex technological programs, preferably in contact center environments or CCaaS solutions.
• Hands-on experience in Genesys Cloud CX implementation or migration projects. Migration from Genesys Engage, PureConnect, or other enterprise platforms will be especially valued.
• Solid knowledge of telephony, IVR, omnichannel routing, queue management, recordings, and contact center analytics.
• Experience in integrations with CRM and corporate systems, especially Salesforce Service.
• Experience in planning, risk management, milestone tracking, team coordination, and vendor management.
• Ability to coordinate multiple teams and manage dependencies in complex environments.
• High B1 English, at minimum.

• Organizational, planning, and follow-up skills.
• Leadership and coordination of multidisciplinary teams.
• Results-oriented and problem-solving mindset.
• Effective communication with technical and business stakeholders.
• Analytical capacity, decision-making, and priority management.