Senior Project Manager - Contact Center Modernization (PM5)

Open to Charlotte and Des Moines locations

Interview Process: 2 Rounds Video Teams Interviews

Location: Charlotte 3 WF OR Des Moines IA- onsite 3 days per week in office.

Job Description:

• Senior Project Manager Contact Center Modernization (PM5)
• Client is looking for a Senior Project Manager (PM5) to drive wave-based migrations of contact center operations to a modern cloud platform through 2027.
• This role sits at the center of a highly visible transformation, partnering with executive leadership, technology teams, and contact center operations.
• Client is seeking a seasoned Senior Project Manager (PM5) to lead wave-based migrations as part of a high-profile Contact Center Modernization Initiative-one of the largest and most strategic programs at Client, and a top 3 priority for the organization.
• This multi-year effort aims to consolidate contact center applications and transition customer-facing agents to a modern cloud platform by the end of 2027.

Key Responsibilities:

• Lead end-to-end delivery of wave migrations, from discovery and development through deployment.
• Collaborate with business unit leaders and contact center partners to ensure successful migration and adoption.
• Influence executive stakeholders to prioritize and support migration efforts.
• Coordinate with a team of 16 project managers, ensuring alignment and shared learnings across the initiative.
• Manage complex scheduling demands, including potential overtime and on-site presence during critical migration phases.
• Drive change management and delivery strategies tailored to contact center operations and cloud platform transitions.
• Oversee integration of technologies such as IVR systems and agent scheduling tools.

Required Qualifications:

• Extensive experience in project management, change delivery, and change management within the financial services industry.
• Strong understanding of contact center operations and consumer banking.
• Proven ability to manage projects using both Waterfall and Agile methodologies.
• Experience with cloud platform migrations, especially involving customer service agents (preferred).
• Familiarity with technology integrations impacting agent performance and scheduling.
• Ability to work in a fast-paced, high-stakes environment with shifting priorities.

Preferred Tools and Technologies:

• Experience with Monday.com or similar project management tools.
• Understanding of cloud technologies and their impact on contact center functionality.

Successful Candidate will:

• Lead end-to-end delivery of large-scale migration waves impacting customer-facing operations
• Influence executive stakeholders and shape enterprise priorities
• Coordinate across a team of ~16 project managers in a complex, high-impact environment
• Drive cloud transformation across IVR, agent workflows, and workforce management systems
• Play a key role in redefining customer experience and agent productivity at scale

Client is looking for someone with deep experience in:

• Enterprise project/program delivery in financial services
• Contact center operations and large-scale transformation
• Cloud migrations and change management in complex environments
• Leading in fast-paced, high-visibility programs

In this contingent resource assignment, candidate may:

• Consult as an expert to develop or influence initiatives and resources for highly complex business and technical needs across Project Management.
• Consult on the strategy and resolution of highly complex and unique challenges requiring in-depth evaluation across multiple areas, delivering solutions that are long-term, large-scale and require vision, creativity, innovation, and advanced analytical and inductive thinking.
• Provide expertise to client senior leadership on innovative Project Management business solutions.
• Strategically engage with client personnel.

Required Qualifications:

• 7 plus years of Project Management experience, or equivalent demonstrated through one or a combination of the following: work or consulting experience, training, military experience, education.

Additional Opening:

• Opportunity to part of one of client's top three strategic initiatives-a multi-year Contact Center Modernization program transforming how millions of customers interact with the bank.

Note:

• Location: Hybrid 3 days a week onsite
• Industry: Financial Services
• Schedule: standard business hours, some OT may be requested
• Sometimes for the specific wave, they may be asked to be on site for command center.
• This could impact the hours they are asked to work that day.

Additional Notes:

• This role may require on-site presence during specific wave migrations (Command Center support).
• Flexibility in work hours is expected during critical phases of the project.

179654 A Submission format please complete in full:

First Middle Last Name

Pay Rate:

Skill Highlights- please indicate the # of years on each of the following skills:

• Project/Program management
• IVR
• Contact Center Modernization
• Wave implementation

Visa Status:

Location:

Availability to interview:

Availability to start:

Vacations:

LinkedIn Profile:

Phone Number:

Email Address:

Last 4 of SSN:

MM/DD of birth:

If on a visa, attach copy.

Proof of ID - please attach

Previous Client Experience (need manager name, group/LOB, if they were FTE or contractor, and dates)