Senior Project Manager

Location: Charlotte, NC or Des Moines, IA (Hybrid, 3 days onsite per week)

Duration: 9-12 Month Contract with Strong Potential for Extension and/or Conversion

• Join one of the most strategic and visible transformation programs within a leading financial institution. As a Senior Project Manager (PM5), you will lead large-scale contact center modernization initiatives that are reshaping the customer and agent experience through cloud-based technologies.
• This multi-year enterprise program is focused on consolidating legacy contact center applications, streamlining operations, and migrating thousands of customer service agents onto a modern cloud platform. The initiative is a top organizational priority with executive-level visibility and sponsorship.
• You will be responsible for driving end-to-end delivery of migration waves, partnering with business leaders, technology teams, operations stakeholders, and fellow project managers to ensure successful execution and adoption.

• Lead complex, enterprise-scale migration waves from strategy and planning through deployment and stabilization.
• Drive successful execution across discovery, requirements gathering, development, testing, implementation, and post-launch support.
• Manage interdependencies, risks, issues, budgets, timelines, and stakeholder communications across multiple work streams.
• Ensure project deliverables align with business objectives and strategic transformation goals.

• Partner closely with Contact Center Operations, Consumer Banking, Technology, and Business teams.
• Lead initiatives involving migration of customer service agents onto modern cloud contact center platforms.
• Support transformation efforts impacting customer engagement, workforce optimization, call routing, IVR functionality, and agent productivity.

• Influence senior executives and business leaders to prioritize migration activities and organizational readiness.
• Deliver clear, concise project updates to leadership and governance committees.
• Build strong partnerships across business, operations, technology, compliance, risk, and vendor teams.

• Develop and execute change management strategies that support large-scale operational transformation.
• Drive organizational readiness, communications, training coordination, and stakeholder engagement activities.
• Ensure successful adoption of new technologies, processes, and operating models.

• Work alongside a team of project managers supporting multiple migration waves.
• Share best practices, lessons learned, and execution strategies across the program.
• Facilitate alignment between program teams, business units, and technology delivery organizations.

• 10+ years of Project Management, Program Management, or Transformation Leadership experience.
• Extensive experience delivering large-scale initiatives within Financial Services
  , Banking, or highly regulated industries.
• Proven track record leading enterprise transformation and change management programs.
• Experience managing complex technology implementations involving multiple stakeholder groups and cross-functional teams.
• Demonstrated success leading high-visibility initiatives with executive sponsorship.

• Strong understanding of Contact Center Operations and Customer Service environments.
• Experience supporting customer-facing agent populations at scale.
• Familiarity with workforce management, call routing, IVR systems, agent workflows, and operational performance metrics.

• Expertise in both Waterfall and Agile project delivery methodologies.
• Strong understanding of project governance, risk management, dependency tracking, and stakeholder management.
• Ability to navigate ambiguity and shifting priorities in fast-paced environments.

• Experience leading cloud migration programs, particularly within contact center environments.
• Knowledge of cloud-based Contact Center as a Service (CCaaS) platforms.
• Experience implementing or supporting technologies such as:
• IVR Platforms
• Workforce Management Solutions
• Agent Scheduling Systems
• Customer Service Platforms
• Contact Center Analytics Tools
• Familiarity with , Jira, Azure Dev Ops, or other enterprise project management tools.
• PMP, PgMP, Agile, Scrum, or Change Management certifications preferred.