Project Manager V

Senior Project Manager, Contact Center Modernization

Location:

Hybrid, Charlotte, NC or Des Moines, IA

Contract:

12‑month W2 contract, 40 hours/week, weekly pay

Pay Rate: $68.75/hr

Desired

Start Date:

7/18/2025

Interview Process:
One 30‑minute Microsoft Teams interview, with possible second round

Calculated Hire is hiring a Senior Project Manager to support a high‑priority Contact Center Modernization initiative with a Fortune 100 financial services client. This large‑scale, multi‑year program focuses on consolidating contact center applications and transitioning customer‑facing agents onto a modern cloud platform by the end of 2027.

The Senior Project Manager will lead wave‑based migrations across a complex enterprise contact center modernization program. The role requires partnering closely with business unit leaders, contact center stakeholders, technology teams, and other project managers to drive migration planning, deployment readiness, execution, and adoption. In a high‑visibility environment, the project manager will manage shifting priorities, influence stakeholders, keep delivery work moving across multiple groups, own outcomes, manage risks and dependencies, and support successful migrations across agent‑facing platforms and contact center operations.

• Lead end‑to‑end delivery of wave‑based migrations from discovery and planning through deployment and post‑launch support
• Partner with business leaders, contact center teams, technology partners, and operations stakeholders to ensure successful migration execution and adoption
• Manage project timelines, risks, dependencies, readiness activities, stakeholder communication, and delivery milestones
• Support migration planning for contact center applications, customer service platforms, agent‑facing tools, and cloud‑based contact center solutions
• Influence executive and business stakeholders to prioritize migration activities and support change adoption
• Coordinate with a broader program team to align work streams, share learnings, and maintain consistency across the initiative
• Drive change management and delivery strategies specific to contact center operations and cloud platform transitions
• Support critical migration phases that may require overtime or onsite command center presence
• Track progress, communicate updates, and elevate issues impacting delivery, readiness, or business adoption
• Oversee coordination related to technologies such as IVR systems, telephony, agent scheduling/workforce management tools, and other agent‑impacting platforms

• Senior‑level project management experience in complex enterprise environments
• Experience leading large‑scale transformation, modernization, migration, or change delivery initiatives
• Strong understanding of contact center operations, customer service environments, or agent‑facing technology platforms
• Experience managing projects using both Waterfall and Agile methodologies
• Ability to manage risks, issues, dependencies, timelines, stakeholder communication, and executive‑level reporting
• Strong change management and business readiness experience
• Ability to influence cross‑functional stakeholders and drive alignment across business, operations, and technology teams
• Comfort working in a fast‑paced, high‑visibility program with shifting priorities
• Strong communication, organization, and follow‑through

• 8+ years of project management, program management, change delivery, or transformation experience
• Experience with in financial services, banking, consumer banking, or another highly regulated enterprise environment
• Experience supporting contact center operations, customer service platforms, cloud migrations, enterprise technology migrations, or application…