Job Description

Senior Project Manager – Contact Center Modernization (PM5)

�� Charlotte, NC (Hybrid – 3 Days Onsite)
⏳ Contract: 9 Months (Potential Extension/Conversion)

Overview

We are seeking a highly experienced Senior Project Manager (PM5) to lead large-scale, wave-based migrations within a high-visibility Contact Center Modernization Program. This multi-year initiative focuses on consolidating legacy systems and transitioning customer-facing operations to a modern cloud-based platform.

This role requires a strategic leader who can drive complex transformation efforts, influence senior stakeholders, and deliver results in a fast-paced, high-impact environment.

Key Responsibilities

• Lead end-to-end delivery of contact center migration waves (discovery → build → deployment)
• Partner with business leaders and contact center stakeholders to ensure smooth transition and adoption
• Drive execution of large-scale transformation initiatives within consumer banking environments
• Influence executive stakeholders and provide strategic guidance on delivery priorities
• Coordinate across a team of project managers to ensure alignment, consistency, and knowledge sharing
• Manage complex project schedules, dependencies, and risks across multiple workstreams
• Lead change management efforts supporting cloud migration and operational transformation
• Oversee integration of contact center technologies (e.g., IVR, workforce management tools)
• Support command center activities during critical migration events (onsite as needed)

Required Qualifications

• 7+ years of Project Management experience in large-scale enterprise environments
• Strong background in change delivery and change management
• Experience within financial services and/or consumer banking
• Deep understanding of contact center operations
• Proven experience managing projects using Agile and Waterfall methodologies
• Ability to lead complex, high-risk initiatives with multiple stakeholders
• Strong communication and executive presentation skills

Preferred Experience

• Experience leading contact center modernization or migration initiatives
• Exposure to cloud platform migrations (AWS, Azure, or similar)
• Familiarity with IVR systems, agent tools, and workforce management platforms
• Experience with project management tools such as Monday.com, Jira, or MS Project

Work Environment & Expectations

• Hybrid schedule: 3 days onsite in Charlotte, NC
• Standard business hours with flexibility required during key migration phases
• Occasional extended hours or onsite “command center” support during deployments
• Fast-paced, high-visibility program with evolving priorities

Interview Process

• 1 round (possible 2nd round)
• 30-minute virtual interview

Additional Notes

• Candidates must be able to work in the U.S. without restrictions (per client requirements)
• Strong leadership presence and ability to operate at both strategic and execution levels is critical