Contact Center Project Manager

Job#: 3027250

Job Description:

Client: Financial Services

Team: Contact Center Modernization

Job Title: Senior Project Manager - Contact Center Modernization

Location: Charlotte, NC | Hybrid 3x/week | Uptown

Contract Length: 9 months (likely extension through Nov 2027)

Rate: $65-75/hr

Interview Process: 1 round (30 min MS Teams) | possible 2nd round

Top Requirements:

7+ years of Project Management experience (enterprise-level, complex initiatives)

Strong experience within contact center operations + consumer banking

Proven ability to lead large-scale, end-to-end migrations (cloud preferred)

Experience managing both Waterfall and Agile environments

Strong executive communication + stakeholder influence

Plusses:

Cloud platform migration experience (contact center or CX tools)

Experience with IVR systems, agent tools, or workforce/scheduling tech

Familiarity with tools like Monday.com or similar PM platforms

Job Summary:

This Senior Project Manager (PM5) will support a high-visibility Contact Center Modernization initiative, one of the company's top strategic priorities. The role focuses on leading wave-based migrations to transition customer-facing agents onto a modern cloud platform. This is a multi-year transformation effort requiring strong leadership, adaptability, and the ability to operate in a fast-paced, high-stakes environment.

Day-to-Day Responsibilities:

• Lead end-to-end delivery of migration waves (discovery deployment)
• Partner with business leaders + contact center stakeholders to drive adoption
• Influence senior leadership on priorities and execution strategy
• Collaborate with a team of ~16 PMs to ensure consistency across workstreams
• Manage complex timelines, dependencies, and potential scheduling constraints
• Support command center activities during critical migration waves (on-site as needed)
• Drive change management strategy across contact center operations
• Oversee integration of technologies such as IVR and agent scheduling tools

Additional Notes:

• May require extended hours / onsite support during key migration waves
• Project runs through 2027 strong potential for extension or conversion
• Highly visible role aligned to top priorities

EEO Employer

Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at or .

Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico. Apex uses a virtual recruiter as part of the application process. Click for more details.

Apex Benefits Overview: Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Apex team member can provide.