Job Description

STRATEGIC STAFFING SOLUTIONS HAS AN OPENING!

Job Title: Senior Project Manager - Contact Center Modernization

Charlotte. NC   ** Hybrid** 3 days/week on site, 2 days remote

Duration 12 months, possibility to convert

Role Type: W2 Contract Engagement-No C2C

Industry: Financial Services

Overview:

We are 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 The Bank, and a top 3 priority. 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.

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.

Preferred Tools & Technologies:

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