Project Manager 5 - Contingent

Position: Project Manager W/ Contact Center Modernization
Location: West Des Moines, Iowa OR Charlotte, NC
Duration: Contract
Job ID: 179364

Job Overview:
We are seeking a Senior Project Manager (PM5) to lead wave-based migrations of contact center operations to a modern cloud platform through 2027. This role is central to a highly visible transformation initiative, partnering with executive leadership, technology teams, and contact center operations. The successful candidate will play a pivotal role in one of the largest and most strategic programs within the organization, aimed at consolidating contact center applications and transitioning customer-facing agents to a modern cloud platform.

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.

• 7+ years of Project Management experience, or equivalent demonstrated through work, consulting experience, training, military experience, or education.
• 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.

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

• 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.

About PTR Global: PTR Global is a leading provider of information technology and workforce solutions. PTR Global has become one of the largest providers in its industry, with over 5000 professionals providing services across the U.S. and Canada. For more information visit www.ptrglobal.com

At PTR Global, we understand the importance of your privacy and security. We NEVER ASK job applicants to:

• Pay any fee to be considered for, submitted to, or selected for any opportunity.
• Purchase any product, service, or gift cards from us or for us as part of an application, interview, or selection process.
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Pay Range: $60/hr -$70/hr

The specific compensation for this position will be determined by several factors, including the scope, complexity, and location of the role, as well as the cost of labor in the market; the skills, education, training, credentials, and experience of the candidate; and other conditions of employment. Our full-time consultants have access to benefits, including medical, dental, vision, and 401K contributions, as well as PTO, sick leave, and other benefits mandated by applicable state or localities where you reside or work.

If you receive a suspicious message, email, or phone call claiming to be from PTR Global do not respond or click on any links. Instead, contact us directly at +1 214-740-2424. To report any concerns, please email us at legal@pinnacle1.com

During the hiring process, we may use artificial intelligence (AI) tools to assist in evaluating information related to your application. These tools may help analyze job-related qualifications or assist recruiters in reviewing applications and interview responses. AI-generated information is one factor considered in our hiring process. Final employment decisions are made by qualified hiring personnel and are not based solely on AI-generated recommendations.
 

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