Project Manager

Senior Project Manager

Client: Banking

Location: Charlotte, NC 28262 / Des Moines, IA 50266

Duration: 12 months of Contract + high potential for conversion into Fulltime (project intended to end Nov 2027)

Work Schedule: 3 days On-site / 2 days remote, per week

Pay rate: $60/hr - $70/hr

Overview

We are 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, 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.

We're 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

Preferred Tools & Technologies:

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

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.