Head of Project Management
$68.75 per hourEightelevengroup
Senior Project Manager, Contact Center Modernization
Contract: 12-month W2 contract, 40 hours/week, weekly pay
Interview Process: One 30-minute Microsoft Teams interview, with possible second round
Calculated Hire is hiring a Senior Project Manager to support a high-priority Contact Center Modernization initiative with a Fortune 100 financial services client. This is a large-scale, multi-year program focused on consolidating contact center applications and transitioning customer-facing agents onto a modern cloud platform by the end of 2027.
The Senior Project Manager will lead wave-based migrations across a complex enterprise contact center modernization program. This person will partner closely with business unit leaders, contact center stakeholders, technology teams, and other project managers to drive migration planning, deployment readiness, execution, and adoption.
This role requires someone who can operate in a high-visibility environment, manage shifting priorities, influence stakeholders, and keep complex delivery work moving across multiple groups. The team needs a hands‑on senior PM who can own outcomes, manage risks and dependencies, and support successful migrations across agent-facing platforms and contact center operations.
Lead end-to-end delivery of wave-based migrations from discovery and planning through deployment and post-launch support
Partner with business leaders, contact center teams, technology partners, and operations stakeholders to ensure successful migration execution and adoption
Manage project timelines, risks, dependencies, readiness activities, stakeholder communication, and delivery milestones
Support migration planning for contact center applications, customer service platforms, agent-facing tools, and cloud-based contact center solutions
Drive change management and delivery strategies specific to contact center operations and cloud platform transitions
Support critical migration phases that may require overtime or onsite command center presence
Oversee coordination related to technologies such as IVR systems, telephony, agent scheduling/workforce management tools, and other agent‑impacting platforms
Senior-level project management experience in complex enterprise environments
Experience leading large-scale transformation, modernization, migration, or change delivery initiatives
Strong understanding of contact center operations, customer service environments, or agent-facing technology platforms
Experience managing projects using both Waterfall and Agile methodologies
Ability to manage risks, issues, dependencies, timelines, stakeholder communication, and executive-level reporting
Strong change management and business readiness experience
Ability to influence cross-functional stakeholders and drive alignment across business, operations, and technology teams
Comfort working in a fast-paced, high-visibility program with shifting priorities
8+ years of project management, program management, change delivery, or transformation experience
Experience within financial services, banking, consumer banking, or another highly regulated enterprise environment
Experience supporting contact center operations, customer service platforms, cloud migrations, enterprise technology migrations, or application consolidation efforts
Flexibility for occasional overtime or onsite command center support during critical migration phases
Experience with contact center modernization or cloud contact center platforms
Exposure to CCaaS, IVR, telephony, agent desktop, workforce management, agent scheduling, or routing technologies
Experience with platforms such as Genesys, NICE CXone, Five9, Amazon Connect, Avaya, Cisco, or similar contact center tools
com or similar project management tools
Experience supporting cloud platform migrations impacting customer-facing agents
Prior Fortune 100, large bank, or financial services experience
This role sits within one of the client’s most strategic modernization efforts and will support the migration of contact center applications and customer-facing agent populations to a modern cloud-based platform.
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