Senior Project Manager (Contact Center Modernization)

Location: West Des Moines, Iowa, United States; hybrid schedule with 3 days onsite per week

Salary: $65–$75 per hour

Company

IT and workforce solutions provider delivering technology and staffing services across the United States and Canada.

What you will do

• Lead end-to-end, wave-based migrations of contact center operations to a modern cloud platform through 2027.
• Manage delivery from discovery and development through deployment, adoption, and change management.
• Partner with business leaders, contact center operations, technology teams, and executive stakeholders.
• Coordinate alignment and shared learning across approximately 16 project managers.
• Oversee integrations involving IVR systems, agent workflows, scheduling tools, and workforce management systems.
• Manage complex schedules and support critical migration phases that may require overtime and onsite presence.

Requirements

• Extensive project management, change delivery, and change management experience in financial services.
• Strong knowledge of contact center operations and consumer banking.
• Proven experience with both Waterfall and Agile project management methodologies.
• Experience working in fast-paced, high-stakes environments with shifting priorities.
• Ability to work onsite in West Des Moines three days per week and adjust working hours during critical project phases.

Nice to have

• Experience with cloud platform migrations affecting customer service agents.
• Familiarity with technology integrations that affect agent performance and scheduling.
• Experience with Monday.com or similar project management tools.

Culture & Benefits

• Contract engagement lasting 12 months, with possible extension or conversion to hire.
• Full-time consultants may receive medical, dental, vision, 401(k), PTO, sick leave, and other applicable benefits.
• Work with executive stakeholders and cross-functional teams on a highly visible transformation program.
• Flexibility in working hours may be required during critical project phases.

Hiring process

• One or two video interview rounds conducted through Microsoft Teams.