Position: Project Manager 5 - Contact Center Modernization Expert
Location: West Des Moines, IA or Charlotte NC
Duration: Contract
Job ID: 177377
Only W2
Job Overview: We are seeking a seasoned Senior Project Manager (PM5) to lead wave-based migrations as part of a high-profile Contact Center Modernization Initiative. This multi-year effort aims to consolidate contact center applications and transition customer-facing agents to a modern cloud platform by the end of 2027. This role is central to a highly visible transformation, partnering with executive leadership, technology teams, and contact center operations to redefine customer experience and agent productivity at scale.
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 approximately 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.
Qualifications: - 7 years of Project Management experience or equivalent demonstrated through work, consulting experience, training, military experience, or education.
- 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 Monday.com or similar project management tools.
- Understanding of cloud technologies and their impact on contact center functionality.
About PTR Global: PTR Global is a leading provider of information technology and workforce solutions. PTR Global has become one of the largest providers in its industry, with over 5000 professionals providing services across the U.S. and Canada. For more information visit ;br>
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Pay Range: $60 - $72
The specific compensation for this position will be determined by several factors, including the scope, complexity, and location of the role, as well as the cost of labor in the market; the skills, education, training, credentials, and experience of the candidate; and other conditions of employment. Our full-time consultants have access to benefits, including medical, dental, vision, and 401K contributions, as well as PTO, sick leave, and other benefits mandated by applicable state or localities where you reside or work.
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