Job Description

Senior Technical Project Manager

Location: REMOTE - Candidate MUST be local to the Washington, DC metro area or Gaithersburg, MD.

Role Type: 6-Month CONTRACT (potential for contract extension, based on candidate performance)

Clearance: Must have a Public Trust clearance

Job Description

We are seeking a highly skilled Senior Technical Project Manager to lead the planning, execution, and delivery of Salesforce CRM and Contact Center modernization initiatives for a Federal government agency. In this role, you'll serve as the bridge between business stakeholders and technical teams, driving digital transformation projects that directly impact how government services are delivered to millions of citizens.

Your day-to-day will involve leading cross-functional project teams through Agile development cycles, managing stakeholder relationships across multiple federal agencies, and overseeing the implementation of cutting-edge contact center technologies. You'll be responsible for translating complex business requirements into actionable technical specifications, ensuring projects meet federal compliance standards including FedRAMP, and continuously optimizing contact center operations to deliver exceptional citizen experiences.

Duties and Responsibilities

• Lead end-to-end project lifecycle management for Salesforce and Contact Center modernization projects, from initiation through closeout.
• Coordinate cross-functional teams including federal business owners, OCIO staff, GSA representatives, and vendors to ensure alignment and clear communication.
• Oversee Salesforce platform implementations and enhancements across Service Cloud, Experience Cloud, Knowledge Management, and Analytics while ensuring FedRAMP compliance.
• Manage Contact Center technology deployments including IVR design, call routing, self-service automation, and CRM integration.
• Professionally interact with external customers to understand and document agency mission needs and requirements.
• Collaborate with business stakeholders to gather and translate functional requirements into technical specifications, user stories, and use cases.
• Analyze current business processes to identify opportunities for automation and process improvement using Salesforce capabilities.
• Conduct daily Scrums and lead Agile ceremonies, with particular focus on backlog refinement.
• Manage customer-facing requests including standard service requests, SLA commitments, and Change Management processes.
• Develop labor estimates and project schedules while tracking spending to ensure delivery within budget constraints.
• Implement performance metrics and conduct quality audits to ensure contact center operations meet federal quality standards.
• Drive innovation and continuous improvements by identifying technical solutions that enhance efficiency and user experience.
• Develop solution architecture for contact center technologies including CCaaS, CRM systems, and telephony platforms.
• Provide weekly project status reporting to both internal leadership and external stakeholders.
• Support recruiting, training, and onboarding of contact center agents to maintain optimal staffing and skill levels.

Required Experience/Skills

• Bachelor's degree with 12+ years of relevant experience OR Master's degree with 10+ years of relevant experience (additional relevant experience may be accepted in lieu of degree).
• PMP Certification (required).
• Salesforce Certifications including Administrator and Service Cloud (required).
• Scrum Master Certification (required).
• Extensive Salesforce expertise across Service Cloud, Experience Cloud, Knowledge Management, and platform integrations.
• Hands-on experience with Contact Center solutions such as NICE CXone, Amazon Connect, or equivalent cloud CCaaS platforms.
• Proven experience managing and optimizing contact center operations including workforce management, quality monitoring, and performance metrics.
• Background in solution architecture with hands-on experience in CCaaS, CRM systems, and/or telephony technologies.
• Demonstrated ability to lead innovation initiatives and implement continuous improvements within contact center environments.
• Experience with Agile methodologies and facilitating Agile ceremonies.
• Proven ability to develop labor estimates and schedules for complex IT projects.
• Track record of managing project spending according to budget.
• Strong leadership skills with ability to manage and motivate virtual teams.
• Detail-oriented with strong analytical, communication, organizational, and time management skills.
• Ability to work effectively in a fast-paced, virtual team environment.
• U.S. Citizenship and ability to obtain a government-issued Public Trust clearance (required).

Nice-to-Haves

• 8+ years of experience in program and project management with focus on IT and contact center operations.
• 6+ years of experience leading IT projects built on the Salesforce platform.
• 5+ years of experience applying Agile/Scrum methodologies to IT modernization projects.
• 5+ years of experience documenting customer journeys and writing user stories.
• Knowledge of UI/UX design principles.
• Experience writing test cases and testing IT applications.
• Experience implementing chatbots and/or other AI-based solutions.
• Previous experience working with Federal government customers and understanding federal procurement processes.
• Knowledge of contact center technologies such as PBX, ACD, IVR, CTI, WFM, Call Recording/Quality Monitoring, Performance Management, eLearning, and Intelligent IVR/speech recognition.
• Experience recruiting and training contact center agents.

Education:

Bachelor's degree required (Master's degree preferred). Relevant experience may be considered in lieu of degree requirements.

Pay & Benefits Summary:

• Pay Rate: $83.35 per hour
• Competitive benefits package including health, dental, and vision insurance
• Flexible remote work arrangement

Job Tags

Similar Jobs