CDIBarcelona, Spain
Senior Program Manager (Genesys Cloud CX)
Hybride
Project Details
- Location: Barcelona
- Work mode: Hybrid, 2 to 3 days onsite per week
- Start date: ASAP
- Duration: Until end of 2026
- Extension possibility: Yes, throughout 2027
- Language(s): English (mandatory, fluent), Spanish (preferred)
- Business travel: Yes
Project Summary
We are migrating our contact-centre platform to Genesys Cloud CX across multiple countries and sites. The role leads the full programme end to end, from mobilisation through deployment, cutover and operational transition. The environment combines Genesys CCaaS and Salesforce Service eCARE.
Main Responsibilities
- Own the integrated programme plan, governance, controls and executive reporting
- Lead the Genesys Cloud CX migration as one controlled programme (design, configuration, integration, testing, cutover, adoption)
- Drive country and site migration waves: readiness, cutover rehearsals, rollback, hypercare, handover
- Rationalise legacy routing, IVR, queues, skills, numbers, recordings and reporting rather than replicating them
- Build and maintain a global roadmap with cross-market dependencies across product, IT, operations, data, security and procurement
- Embed business readiness, training and adoption in each release and track measurable outcomes
Mandatory Experience:
- End-to-end leadership of large CCaaS or contact-centre technology programmes, from mobilisation to operational transition
- Hands-on programme leadership of a Genesys Cloud CX migration or deployment
- Delivery of platform integrations with CRM, case management, identity, data and reporting systems
- Managing interdependent roadmaps across multiple countries in an international environment
- Business readiness, cutover, hypercare and transition to support in customer-facing operations
Preferred Experience:
- Migration from Genesys Engage, PureConnect or another enterprise contact-centre platform
- AI-enabled contact-centre capabilities (virtual agents, agent assist, interaction analytics, intelligent routing)
- Insurance, assistance or financial services
Education
Programme or project management qualification (MSP, PMP, PRINCE2 or agile equivalent) is a plus.
Informations de la mission :
- Location: Barcelona
- Work mode: Hybrid, 2 to 3 days onsite per week
- Start date: ASAP
- Duration: Until end of 2026
- Extension possibility: Yes, throughout 2027
- Language(s): English (mandatory, fluent), Spanish (preferred)
- Business travel: Yes
Project Summary
We are migrating our contact-centre platform to Genesys Cloud CX across multiple countries and sites. The role leads the full programme end to end, from mobilisation through deployment, cutover and operational transition. The environment combines Genesys CCaaS and Salesforce Service eCARE.
Main Responsibilities
- Own the integrated programme plan, governance, controls and executive reporting
- Lead the Genesys Cloud CX migration as one controlled programme (design, configuration, integration, testing, cutover, adoption)
- Drive country and site migration waves: readiness, cutover rehearsals, rollback, hypercare, handover
- Rationalise legacy routing, IVR, queues, skills, numbers, recordings and reporting rather than replicating them
- Build and maintain a global roadmap with cross-market dependencies across product, IT, operations, data, security and procurement
- Embed business readiness, training and adoption in each release and track measurable outcomes
Mandatory Experience:
- End-to-end leadership of large CCaaS or contact-centre technology programmes, from mobilisation to operational transition
- Hands-on programme leadership of a Genesys Cloud CX migration or deployment
- Delivery of platform integrations with CRM, case management, identity, data and reporting systems
- Managing interdependent roadmaps across multiple countries in an international environment
- Business readiness, cutover, hypercare and transition to support in customer-facing operations
Preferred Experience:
- Migration from Genesys Engage, PureConnect or another enterprise contact-centre platform
- AI-enabled contact-centre capabilities (virtual agents, agent assist, interaction analytics, intelligent routing)
- Insurance, assistance or financial services
Education
Programme or project management qualification (MSP, PMP, PRINCE2 or agile equivalent) is a plus.
Informations de la mission :
- Début de mission : 13/10/2026
- Durée : 7 mois
- Date de publication : 13/10/2026
- Date limite de candidature : 30/10/2026
Compétences recherchées
Genesys Cloud CX (Indispensable)Genesys CCaaS (Indispensable)Genesys Engage (Indispensable)PureConnect (Indispensable)Salesforce Service eCARE (Indispensable)Salesforce (Indispensable)CRM (Indispensable)CCaaS (Indispensable)IVR (Indispensable)routing (Indispensable)queues (Indispensable)recordings (Indispensable)reporting (Indispensable)interaction analytics (Indispensable)virtual agents (Indispensable)agent assist (Indispensable)intelligent routing (Indispensable)identity (Indispensable)data (Indispensable)case management (Indispensable)AI (Indispensable)MSP (Indispensable)PMP (Indispensable)PRINCE2 (Indispensable)
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