Job Title: Senior Project Manager – Contact Center Modernization (PM5)
Duration:12 months Hybrid 3 days a week onsite (C2H)
Location: Charlotte and Des Moines locations:Overview:We are seeking an experienced Senior Project Manager to join a large-scale Contact Center Modernization program for one of the nation's leading financial institutions. This is a high-visibility enterprise initiative focused on migrating customer contact center operations from legacy platforms to a modern cloud-based environment.
The ideal candidate will have a strong background in enterprise project delivery, contact center transformations, cloud migrations, and change management within the financial services industry.
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 & 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.
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