Senior Program Manager

Job Description / Functions

Do you have experience leading large technology programs and are you passionate about transforming customer service platforms? Have you managed complex Contact Centre migrations and do you have solid experience in Genesys Cloud CX?

We are looking for a Senior Program Manager to lead a strategic migration and implementation program of Genesys Cloud CX in an international environment, coordinating multidisciplinary teams, different countries, and multiple business and technology areas. The main objective will be to ensure a controlled migration of the CCaaS platform, from planning and design to deployment, business adoption, and transition to operations, ensuring service continuity and the achievement of measurable benefits.

Functions:

• Lead the Genesys Cloud CX migration and implementation program from end to end.
• Define and manage the integrated program plan, roadmap, milestones, dependencies, and governance mechanisms.
• Coordinate the different phases of the project: analysis, design, configuration, integrations, testing, deployment, and operational transition.
• Manage migration waves by country and center, including readiness assessments, cutover trials, rollback plans, hypercare, and handover to support.
• Oversee Contact Centre functionalities, including telephony, IVR, omnichannel routing, queue management, recordings, quality, analytics, and digital channels.
• Coordinate integrations with Salesforce, CRM, case management systems, data platforms, reporting, and other corporate 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 operational continuity.
• Prepare executive reports and facilitate decision-making with key stakeholders.
• Define and monitor performance indicators, customer experience, operational efficiency, and program benefits.
• Drive the standardization of processes and capabilities across countries, managing local particularities when necessary.
• Ensure the quality of deliveries and the stabilization of the platform after each deployment.

Minimum Requirements

• Demonstrable experience leading complex CCaaS or Contact Centre technology programs from end to end.
• Hands-on experience in Genesys Cloud CX migrations or implementations.
• Experience migrating from Genesys Engage, PureConnect, or other enterprise Contact Centre platforms will be particularly valued.
• Solid knowledge of telephony, IVR, skill-based and omnichannel routing, queues, recordings, quality management, workforce engagement, analytics, and digital channels.
• Experience in integrations with CRM, Salesforce, case management systems, identity, data, reporting, and operating systems.
• Experience managing international programs with multiple countries, centers, business units, and multicultural teams.
• Solid experience in planning, governance, financial management, budgets, risks, resources, vendors, and quality control.
• Ability to manage complex dependencies, conflicting priorities, critical milestones, and recovery plans.
• Experience in change management, operational readiness, adoption, cutover, hypercare, and transition to support.
• Ability to communicate with management profiles and business and technology stakeholders.
• Result-oriented profile, with analytical capacity, autonomy, resilience, and decision-making skills.

Valued Requirements

• Certification in Genesys Cloud CX or demonstrable advanced knowledge of the platform.
• Experience in artificial intelligence projects applied to Contact Centre, including virtual agents, agent assistance, interaction analytics, quality automation, or intelligent routing.
• Experience in regulated sectors, especially insurance, assistance, or financial services.
• Certifications in program and project management such as MSP, PMP, PRINCE2, or equivalents.
• Experience in the design and transformation of Contact Centre operating models.
• Knowledge of service management, vendor transition, and support models.
• Experience in Salesforce Service eCare and other solutions in the CRM ecosystem.
• Experience in digital transformation programs on an international scale.
• Experience in defining business indicators, process optimization, and benefit realization.
• Experience coordinating multidisciplinary teams and technology vendors in complex environments.

Languages

• High level of professional English.

Location

Barcelona

Why us?

A day off for your birthday so you can celebrate it however you want!

Improvements in paid leave for better personal and professional balance.

Access to private medical insurance for your peace of mind.

Extra vacation days based on your seniority, because we value your rest and well-being.

At Pasiona, we are committed to diversity and equal opportunities.

We encourage all people to apply, regardless of their gender, age, disability, sexual orientation, gender identity, ethnic origin, religion, or other personal or social circumstances.