Strategy and Execution - Project Manager - Contingent

Senior Project Manager – Contact Center Modernization (PM5)

We are seeking an experienced Senior Project Manager to join a large-scale Contact Center Modernization program for one of the nation's leading financial institutions. This is a high-visibility enterprise initiative focused on migrating customer contact center operations from legacy platforms to a modern cloud-based environment.

The ideal candidate will have a strong background in enterprise project delivery, contact center transformations, cloud migrations, and change management within the financial services industry.

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 & Technologies:

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

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.
• We're 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.