Senior Project Manager

Title: Senior Project Manager

Location: Charlotte NC or Des Moines IA

Duration: 12 Months

W2 Contract (This position is not eligible for Visa sponsorship)

Note:

• 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.
• Location: Hybrid 3 days a week onsite
• Open to Charlotte and Des Moines locations
• Possibility of extension or C2H- yes possibility for both extension and conversion
• Interview Process: 1^st Rounds Video Teams Interviews- 2^nd Round 30 minutes

Overview:

• Client is seeking a seasoned Senior Project Manager (PM5) to lead wave-based migrations as part of a high-profileContact Center ModernizationInitiativeone 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 theend 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 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:

• 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

Regards

Rajesh