What are the responsibilities and job description for the Senior Project Manager – Contact Center Modernization position at wellsfargo?
Title: Senior Project Manager – Contact Center Modernization
Location: 800 S Jordan Creek Pkwy West Des Moines, IA
Alternative Location: Charlotte, NC
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