Senior Project manager (Contact Centers) (Chicago, IL)

• Lead and manage the execution of the contact center transformation initiative, ensuring alignment with business goals and technical requirements.
• Act as the primary point of contact for all project-related communication, coordinating with internal and external stakeholders, including executive leadership.
• Drive decisions on the best approach for integrating new systems and optimizing contact center infrastructure and operations.
• Develop and deliver high-quality presentations to senior executives using master templates, providing updates on project progress, risks, and key decisions.
• Collaborate with the PMO and finance teams to track budgets, allocate resources, and forecast project-related expenses.
• Translate business requirements into actionable tasks for the technical team, ensuring timely and effective solution delivery.
• Manage multiple concurrent projects, balancing competing priorities and ensuring deadlines are met in a high-pressure, fast-paced environment.

• 7+ years of experience in project management, with a minimum of 3 years in a senior leadership role.
• Proven track record of managing technical projects for contact centers with a strong understanding of contact center technology stacks, ideally involving Salesforce, Cisco Dynamics, or similar platforms.
• In-depth experience with Agile methodologies (Scrum, Kanban, etc.) and a demonstrated ability to lead projects in an Agile and Waterfall environment.
• Solid experience in managing large-scale, multi-faceted projects with multiple stakeholders, ensuring alignment across teams and departments.
• Experience creating executive-level presentations using master templates, ensuring consistent formatting, clarity, and professionalism.

• Experience with contact center transformation projects is highly preferred.
• Airline industry experience is a plus but not required.

Department: Preferred Vendors
This is a contract position