Job Description

Senior Project Manager 

Location: Charlotte, NC or West Des Moines, IA (Hybrid – 3 Days Onsite)
Duration: 12-Month Contract (Potential for Extension or Contract-to-Hire)
Industry: Financial Services
Interview Process: One 30-minute Microsoft Teams interview

Position Overview

We are seeking an experienced Senior Project Manager (PM5) to lead strategic migration efforts within a large-scale Contact Center Modernization Program. This highly visible, multi-year initiative is one of the organization's top strategic priorities and is focused on consolidating contact center applications and migrating customer service operations to a modern cloud-based platform through 2027.

The ideal candidate is an accomplished project manager with extensive experience leading enterprise technology initiatives within the financial services industry. This individual will drive end-to-end project delivery, influence executive stakeholders, coordinate cross-functional teams, and ensure successful adoption of modern contact center technologies while maintaining operational continuity.

Key Responsibilities

• Lead end-to-end delivery of contact center migration waves from planning and discovery through development, testing, deployment, and post-implementation support.
• Manage complex project plans, schedules, budgets, risks, dependencies, and deliverables across multiple workstreams.
• Partner with business leaders, contact center operations, technology teams, and program leadership to ensure successful execution of migration activities.
• Build strong relationships with executive stakeholders to gain alignment, remove roadblocks, and drive timely decision-making.
• Coordinate activities across a team of project managers, sharing best practices, lessons learned, and ensuring consistency across migration waves.
• Develop and execute change management strategies that support successful adoption of new cloud-based contact center capabilities.
• Lead project governance activities including status reporting, steering committee updates, risk management, issue resolution, and executive communications.
• Coordinate technology implementations impacting contact center operations, including IVR platforms, agent desktop solutions, workforce management, and scheduling tools.
• Facilitate collaboration between business, technology, infrastructure, vendor, and operations teams to deliver successful project outcomes.
• Support critical migration events that may require extended hours or onsite leadership during deployment windows.
• Drive continuous process improvements to enhance project execution, delivery quality, and operational efficiency.
• Ensure projects are delivered on schedule, within scope, and aligned with organizational priorities.

Required Qualifications

• Extensive Project Management experience leading large-scale technology and business transformation initiatives.
• Strong background managing enterprise projects within the financial services or banking industry.
• Experience leading organizational change management and technology delivery initiatives.
• Strong understanding of contact center operations, customer service processes, and consumer banking environments.
• Demonstrated experience managing projects using both Agile and Waterfall delivery methodologies.
• Proven ability to manage multiple concurrent projects with competing priorities in fast-paced environments.
• Exceptional leadership, organizational, and stakeholder management skills.
• Experience influencing senior leaders and driving consensus across cross-functional organizations.
• Strong risk management, issue resolution, and decision-making capabilities.
• Excellent written, verbal, and executive-level communication skills.

Preferred Qualifications

• Experience leading cloud platform migration initiatives, particularly involving customer-facing contact center environments.
• Familiarity with Interactive Voice Response (IVR) platforms, workforce management systems, and agent scheduling technologies.
• Experience supporting enterprise contact center modernization or digital transformation programs.
• Knowledge of cloud technologies and their impact on customer service operations.
• Experience working within highly regulated financial services organizations.

Preferred Tools & Technologies

• Monday.com or similar enterprise project management platforms
• Microsoft Project
• Microsoft Office Suite (Excel, PowerPoint, Word)
• Jira and Confluence (preferred)
• Cloud-based contact center technologies
• IVR and workforce management platforms