Project Manager 5 - Contact Center Operations

Experis Technology Group; Charlotte (NC); Hybride; USD 90 000 - 130 000; Plein temps

Résumé du poste

Experis Technology Group seeks a Project Manager 5 - Contingent to lead a multiyear Contact Center Modernization initiative. The role requires steering end-to-end wave migrations, aligning executives, and managing a team of about 16 PMs across on-site and hybrid settings.

You will collaborate with business leaders to adopt cloud platforms, drive transformation, and ensure scheduling and resource readiness during critical migration phases.

Qualifications

• Extensive experience in project management, change delivery, and change management within the financial services industry.
• Strong understanding of contact center operations and large-scale transformation projects.
• Proven ability to manage projects using both Waterfall and Agile methodologies.
• Experience with cloud platform migrations, especially involving customer service agents.

Responsabilités

• Lead end-to-end delivery of wave migrations for contact center applications and customer-facing platforms.
• Collaborate with business leaders and contact center teams to ensure successful migration and adoption of new cloud platforms.
• Influence executive stakeholders to prioritize and support migration efforts across multiple teams.
• Coordinate with a team of approximately 16 project managers, ensuring alignment and shared learning across the initiative.
• Manage complex scheduling demands, including potential overtime and on-site presence during critical migration phases.

Connaissances

Project management

Change delivery

Change management

Contact center ops

Waterfall & Agile

Cloud migrations

Stakeholder management

Description du poste

Our client, the financial services industry, is seeking a Project Manager 5 - Contingent to join their team. As a Project Manager 5 - Contingent, you will be part of the Contact Center Modernization initiative supporting enterprise-wide transformation efforts. The ideal candidate will have strong leadership, excellent communication skills, and a proactive mindset, which will align successfully in the organization.

Job Title: Project Manager 5 - Contingent

Location: West Des Moines, IA (On-site required; hybrid work schedule with 3 days in the office per week), Charlotte NC

What's the Job? Lead end-to-end delivery of wave migrations for contact center applications and customer-facing platforms.

Collaborate with business leaders and contact center teams to ensure successful migration and adoption of new cloud platforms.

Influence executive stakeholders to prioritize and support migration efforts across multiple teams.

Coordinate with a team of approximately 16 project managers, ensuring alignment and shared learning across the initiative.

Manage complex scheduling demands, including potential overtime and on-site presence during critical migration phases.

What's Needed? Extensive experience in project management, change delivery, and change management within the financial services industry.

Strong understanding of contact center operations and large-scale transformation projects.

Proven ability to manage projects using both Waterfall and Agile methodologies.

Experience with cloud platform migrations, especially involving customer service agents.

Familiarity with technology integrations impacting agent performance and scheduling.

What's in it for me? Opportunity to be part of one of the organization’s top three strategic initiatives.

Engagement in a high-impact, multi-year transformation project with visibility at the executive level.

Collaborate with diverse teams and develop leadership skills in a dynamic environment.

Work on innovative cloud migration strategies that redefine customer experience and operational efficiency.

Potential for extension or conversion to a permanent role based on project needs and performance.