Senior Project Manager, Contact Center Modernization (PM5) We are not accepting C2C or 1099 arrangements.

Location:

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

Duration:

9-12 Month Contract with Potential Extension and/or

Conversion Industry:

Financial Services About the Role Join one of the most strategic enterprise transformation programs, a multi-year Contact Center Modernization initiative that is redefining how millions of customers interact with the bank. As a Senior Project Manager (PM5), you will lead large-scale migration waves that transition contact center operations to a modern cloud-based platform through 2027. This highly visible role sits at the intersection of technology, operations, and executive leadership, driving business-critical outcomes that improve both customer experience and agent productivity at scale. You will partner with senior stakeholders, technology teams, and contact center leaders to deliver complex transformation initiatives across customer service channels, workforce management systems, and agent workflows. What You'll Do Lead end-to-end execution of large-scale migration waves, from planning and discovery through deployment and stabilization. Drive delivery across multiple workstreams, ensuring projects remain aligned with strategic business objectives. Partner with contact center operations, technology, and business leaders to successfully migrate and adopt new cloud-based solutions. Influence and engage executive stakeholders to gain alignment, remove obstacles, and accelerate decision-making. Collaborate with a team of approximately 16 project managers, sharing best practices and ensuring consistency across migration activities. Establish and manage project plans, milestones, risks, dependencies, and communications for complex enterprise initiatives. Support organizational change management efforts to ensure successful adoption and business readiness. Coordinate technology integrations impacting contact center functions, including IVR platforms, agent workflows, and workforce management tools. Provide leadership during critical migration events, including command center support and issue resolution activities. Minimum Qualifications Significant experience leading enterprise-scale project or program delivery within financial services. Proven track record managing complex business and technology transformation initiatives. Strong understanding of contact center operations, customer service environments, and consumer banking. Experience leading change management efforts across large organizations. Hands-on experience managing projects using both Agile and Waterfall methodologies. Demonstrated ability to influence stakeholders and drive outcomes in highly matrixed organizations. Exceptional communication, stakeholder management, and executive presentation skills. Ability to thrive in fast-paced environments with evolving priorities and competing demands. Preferred Qualifications Experience leading cloud migration or cloud transformation programs. Familiarity with contact center technologies, including IVR, routing, workforce management, and agent desktop solutions. Experience transitioning customer-facing operations to modern cloud platforms. Knowledge of project management platforms such as Monday.com, Jira, or similar tools. Background supporting large-scale operational transformations impacting customer experience. What Success Looks Like Deliver migration waves on schedule while minimizing business disruption. Enable seamless transitions for customer-facing agents and contact center operations. Drive stakeholder alignment across technology, operations, and executive leadership teams. Contribute to one of the highest-priority transformation programs through measurable improvements in customer experience, operational efficiency, and platform modernization. Additional Information Standard business hours with flexibility required during critical migration phases. Occasional overtime may be needed to support deployment activities and command center operations. Hybrid work arrangement requires three days per week onsite in Charlotte, NC or West Des Moines, IA. This is an opportunity to make a significant impact on a multi-year enterprise transformation initiative that will modernize contact center operations and improve the experience of millions of customers and employees.