Title :

Senior Project Manager -

Contact Center Modernization Location :

800

S Jordan Creek Pkwy West Des Moines, IA Alternative Location:

Charlotte, NC Duration :

12 months

Work Engagement :

W2

Work Schedule :

3 days in office/2 days remote Benefits on offer for this contract position : Health Insurance, Life insurance, 401

K and Voluntary Benefits Summary:

Join one of Wells Fargo's top three strategic initiatives—a multi-year Contact Center Modernization program transforming how millions of customers interact with the bank. We are seeking a seasoned Senior Project Manage r to lead wave-based migrations of contact center operations to a modern cloud platform through 2027. This highly visible role sits at the center of a transformative effort, partnering with executive leadership, technology teams, and contact center operations to redefine customer experience and agent productivity at scale.

Key Responsibilities:

Lead end-to-end delivery of large-scale migration waves—from discovery and development through deployment and stabilization Drive wave-based migrations of contact center operations to a modern cloud platform Partner with business leaders, technology teams, and contact center stakeholders to ensure successful adoption Influence and collaborate with executive stakeholders to prioritize and support program objectives Coordinate across a team of approximately 16 project managers, ensuring alignment and sharing of best practices Oversee integration of key technologies, including IVR systems, agent workflows, and workforce management tools Develop and execute change management strategies tailored to contact center and cloud transformation needs Manage complex timelines, dependencies, and risks in a high-impact, fast-paced environment Provide command center support during critical migration phases, including potential on-site presence

Key Requirements:

Applicants must be authorized to work for ANY employer in the U.S. This position is not eligible for visa sponsorship. Extensive experience in project management within financial services or large enterprise environments Proven expertise in change delivery and change management Strong understanding of contact center operations and consumer banking Experience managing projects using both Waterfall and Agile methodologies Demonstrated ability to lead large, cross-functional initiatives with executive visibility Strong stakeholder management and influencing skills Ability to thrive in a fast-paced, high-stakes environment with shifting priorities Experience supporting or leading cloud platform migrations, particularly in contact centers (preferred) Familiarity with IVR systems, agent scheduling tools, and workforce management platforms Experience with Monday.com or similar project management tools (preferred) Working knowledge of cloud technologies and their impact on customer service operations