Senior Program Manager

Do you have experience managing large technology programs and are you passionate about transforming customer service platforms? Have you managed complex contact center migrations and do you have solid experience with Genesys Cloud CX? We are looking for a Senior Program Manager to lead a strategic Genesys Cloud CX migration and implementation program in an international environment, coordinating multidisciplinary teams, different countries, and multiple business and technology areas. The main objective is 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 achieving measurable results. Responsibilities: Lead the Genesys Cloud CX migration and implementation program end-to-end. Define and manage the integrated program plan, roadmap, key milestones, dependencies, and governance mechanisms. Coordinate various project phases: analysis, design, configuration, integration, testing, deployment, and transition to operations. Manage migration waves by country and center, including readiness assessment, cutovers, rollback plans, hypercare, and handover to support. Oversee contact center functionality, 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 enterprise 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 track KPIs for performance, customer experience, operational efficiency, and program outcomes. Drive process standardization and capabilities across countries, managing local specificities when necessary. Ensure the quality of deliverables and platform stabilization after each deployment.

Requirements: Proven experience leading complex CCaaS programs or contact center technologies end-to-end. Hands-on experience migrating or implementing Genesys Cloud CX. Migration experience from Genesys Engage, PureConnect, or other enterprise contact center platforms is highly valued. Deep understanding of telephony, IVR, skills-based routing and omnichannel, queues, recording, quality management, workforce engagement management, analytics, and digital channels. Experience with integrations to CRM, Salesforce, case management systems, identification, data, reporting, and operational systems. Experience managing international programs with multiple countries, centers, business units, and cross-cultural teams. Solid experience in planning, management, financial management, budgeting, risk management, 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 interact with senior management and stakeholders from business and technology. Results-oriented, analytical, autonomous, resilient, and decision-making skills.

Preferred Qualifications: Genesys Cloud CX certification or proven advanced knowledge of the platform. Experience with AI projects applicable to contact centers, including virtual agents, agent assist, interaction analytics, quality control automation, or intelligent routing. Experience in regulated industries, particularly insurance, support, or financial services. Program and project management certifications such as MSP, PMP, PRINCE2, or equivalents. Experience designing and transforming contact center operating models. Knowledge of service management, vendor transition, and support models. Experience with Salesforce Service eCare and other CRM ecosystem solutions. Experience with international digital transformation programs at scale. Experience defining business KPIs, process optimization, and achieving outcomes. Experience coordinating multidisciplinary teams and technology vendors in complex environments. High level of English proficiency. Barcelona One extra day off on your birthday so you can celebrate it however you wish! Enhanced paid time off for a better work-life balance. Access to private medical insurance for your peace of mind. Additional vacation days based on your tenure, because we value your rest and well-being. At Pasiona, we advocate for diversity and equal opportunities. We encourage all individuals to apply, regardless of their gender, age, disability, sexual orientation, gender identity, ethnic origin, religion, or any other personal or social circumstance.