Gerente Senior de Programas de Proyectos

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.

🎯 Key Responsibilities:

• 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.

Desirable Experience (Plus):

• 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.

Soft Skills & Leadership Profile:

• 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.

💰 Conditions & Work Model:

• 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.

🧡 K-LAGAN Employee Benefits:

• 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!

🌱 Our Commitment

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.