Project Manager 5 - Contingent

Pinnacle Technical Resources Inc•Charlotte, NC

63d

About The Position

Senior Project Manager - Contact Center Modernization (PM5) Overview: Client is seeking a seasoned Senior Project Manager (PM5) to lead wavebased migrations as part of a high-profile Contact Center Modernization Initiative-one of the largest and most strategic programs at client, and a top 3 priority for Scott Powell. This multiyear effort aims to consolidate contact center applications and transition customer-facing agents to a modern cloud platform by the end of 2027. In this contingent resource assignment, candidate may: Consult as an expert to develop or influence initiatives and resources for highly complex business and technical needs across Project Management. Consult on the strategy and resolution of highly complex and unique challenges requiring indepth evaluation across multiple areas, delivering solutions that are long-term, large-scale and require vision, creativity, innovation, and advanced analytical and inductive thinking. Provide expertise to client senior leadership on innovative Project Management business solutions. Strategically engage with client personnel.

Requirements

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 fastpaced, high-stakes environment with shifting priorities.
7 plus years of Project Management experience, or equivalent demonstrated through one or a combination of the following: work or consulting experience, training, military experience, education.

Nice To Haves

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

Responsibilities

Lead endto-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 onsite 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.

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