Senior Project Manager – Contact Center Modernization (contract)

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