Senior Project Manager - Contact Center Modernization - Strategic Staffing Solutions - Charlotte, NC, US | Dice.com

Strategic Staffing Solutions

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Senior Project Manager - Contact Center Modernization

Charlotte, NC, US • Posted 5 hours ago • Updated 2 hours ago

Contract W2

On-site

USD0 - USD0

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Strategic Staffing Solutions

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Job Details

Skills

Senior
Project
Manager
Contact
Center
Modernizatio

Summary

STRATEGIC STAFFING SOLUTIONS HAS AN OPENING!

Job Title: Senior Project Manager - Contact Center Modernization

Charlotte. NC ** Hybrid** 3 days/week on site, 2 days remote

Duration 12 months, possibility to convert

Role Type: W2 Contract Engagement-No C2C

Industry: Financial Services

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 one of the largest and most strategic programs at Wells Fargo, and a top 3 priority for Scott Powell. 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.

Key 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 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.

Required Qualifications:

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.

Additional Notes:

This role may require on-site presence during specific wave migrations (Command Center support).
Flexibility in work hours is expected during critical phases of the project.

Preferred Tools & Technologies:

Experience with or similar project management tools.
Understanding of cloud technologies and their impact on contact center functionality.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: sssmi
Position Id: JOB-243989
Posted 5 hours ago

Company Info

About Strategic Staffing Solutions

Strategic Staffing Solutions (S³) is a woman-owned, global IT consulting and business services corporation that delivers staff augmentation, managed services, total workforce management programs and direct hire recruiting with industry expertise in financial services, energy and utilities, oil, healthcare and insurance, telecommunications and retail distribution. S³’s Consultants are placed with Customers through the U.S., Europe and the Americas. Founded in Detroit, MI in 1990, S³ has reported consistent growth and profit every year and carries zero debt.

S3 Diversity Statistics
S3 has a 50/50 split among male/female employees; 60% of S3 employees identify as non-white; S3 s leadership team are 50% women; S3 currently employs 73% military veterans, military spouses and military affiliates.

Staffing Industry Analysts CCWP Charter Partner
S3 is the only charter partner for Staffing Industry Analysts Certified Contingent Workforce Professional (CCWP) program- a one-of-a-kind accreditation program designed for all professionals managing corporate contingent staffing.

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