Senior Project Manager - Contact Center Modernization

Title: Senior Project Manager - Contact Center Modernization

Location: Charlotte, NC

Alternative Location: West Des Moines, IA

Duration: 12 months

Work Engagement: W2

Work Schedule: 3 days in office/2 days remote

Benefits on offer for this contract position: Health Insurance, Life insurance, 401K and Voluntary Benefits

Summary:

Join one of Wells Fargo's top three strategic initiatives-a multi-year Contact Center Modernization program transforming how millions of customers interact with the bank.

We are seeking a seasoned Senior Project Manager to lead wave-based migrations of contact center operations to a modern cloud platform through 2027. This highly visible role sits at the center of a transformative effort, partnering with executive leadership, technology teams, and contact center operations to redefine customer experience and agent productivity at scale.

Key Responsibilities:

• Lead end-to-end delivery of large-scale migration waves-from discovery and development through deployment and stabilization

• Drive wave-based migrations of contact center operations to a modern cloud platform

• Partner with business leaders, technology teams, and contact center stakeholders to ensure successful adoption

• Influence and collaborate with executive stakeholders to prioritize and support program objectives

• Coordinate across a team of approximately 16 project managers, ensuring alignment and sharing of best practices

• Oversee integration of key technologies, including IVR systems, agent workflows, and workforce management tools

• Develop and execute change management strategies tailored to contact center and cloud transformation needs

• Manage complex timelines, dependencies, and risks in a high-impact, fast-paced environment

• Provide command center support during critical migration phases, including potential on-site presence

Key Requirements:

• Applicants must be authorized to work for ANY employer in the U.S. This position is not eligible for visa sponsorship.

• Extensive experience in project management within financial services or large enterprise environments

• Proven expertise in change delivery and change management

• Strong understanding of contact center operations and consumer banking

• Experience managing projects using both Waterfall and Agile methodologies

• Demonstrated ability to lead large, cross-functional initiatives with executive visibility

• Strong stakeholder management and influencing skills

• Ability to thrive in a fast-paced, high-stakes environment with shifting priorities

• Experience supporting or leading cloud platform migrations, particularly in contact centers (preferred)

• Familiarity with IVR systems, agent scheduling tools, and workforce management platforms

• Experience with Monday.com or similar project management tools (preferred)

• Working knowledge of cloud technologies and their impact on customer service operations