Position : Senior Project Manager Contact Center Modernization (PM5)

Location : Charlotte, NC | Des Moines, IA (3 days onsite)

Duration : 9 months with potential to convert (project intended to end Nov 2027)

Max Rate : $68.71/hr w2 + benefits

Interview : 2 Rounds Video Teams Interviews

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:

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.

Regards,

Adam Jones (Azam)

Direct: 5 5 1 2 6 4 7 2 4 9

Email: Adam (@) pullskill (dot) com

Project Manager with Contact Center Modernization | W2 Role

Key skills