Senior Project Manager - Contact Center Modernization

Position: Project Manager 5 - Contingent
Location: West Des Moines, Iowa
Duration: Contract
Job ID: 179654

Job Overview:
We are seeking a Senior Project Manager (PM5) to lead wave-based migrations of contact center operations to a modern cloud platform through 2027. This role is at the forefront of a highly visible transformation initiative, partnering with executive leadership, technology teams, and contact center operations. The successful candidate will play a pivotal role in one of the organization's largest and most strategic programs, aimed at consolidating contact center applications and transitioning customer-facing agents to a modern cloud platform.

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.

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.

Preferred Tools and Technologies:

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

Successful Candidate Will:

• Lead end-to-end delivery of large-scale migration waves impacting customer-facing operations.
• Influence executive stakeholders and shape enterprise priorities.
• Coordinate across a team of ~16 project managers in a complex, high-impact environment.
• Drive cloud transformation across IVR, agent workflows, and workforce management systems.
• Play a key role in redefining customer experience and agent productivity at scale.

Additional Information:

• Hybrid work schedule: 3 days a week onsite.
• Industry: Financial Services.
• Duration: 12 months with the possibility of extension or conversion to hire.
• Interview Process: 1-2 rounds of video interviews via Microsoft Teams.
• Flexibility in work hours may be required during critical project phases.

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: $65 - $75

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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