Senior Technical Project Manager

Role Overview

Senior Technical Project Manager to lead planning, execution, and delivery of Salesforce CRM and Contact Center modernization for a federal government agency. This is a remote contract (W2) role requiring local presence in the Washington, DC area for occasional onsite meetings.

Responsibilities

• Lead full project lifecycle (initiation, planning, execution, monitoring, closure) for Salesforce and contact center initiatives.
• Gather mission needs from business stakeholders/external customers and translate requirements into technical solutions.
• Coordinate cross-functionally across business teams, IT leadership, vendors, and federal stakeholders to ensure alignment and communication.
• Oversee Salesforce platform implementations and enhancements:
  • Service Cloud
  • Experience Cloud
  • Knowledge Management
  • Analytics
• Ensure compliance with FedRAMP and federal standards for all implementations.
• Manage Contact Center deployments using platforms such as:
  • NICE CXone
  • Amazon Connect
• Design and oversee IVR systems, call routing, self-service automation, and CRM integrations.
• Create and document requirements: business requirements → technical specifications, user stories, use cases.
• Analyze current processes to identify automation and optimization opportunities using Salesforce.
• Lead Agile/Scrum delivery (Scrum ceremonies, backlog refinement, sprint planning).
• Manage scope, timeline, deliverables, and priorities to ensure on-time delivery.
• Monitor budgets, labor estimates, and resource allocation.
• Drive continuous improvement via performance evaluation and recommended technical enhancements.
• Implement performance metrics and conduct quality audits for contact center operations.
• Develop solution architecture for CCaaS, CRM systems, telephony, and related technologies.
• Support recruitment, onboarding, and training of contact center agents.
• Provide regular status reporting, manage customer requests, SLAs, and change management.

Required Qualifications

• Education/Experience:
  • Bachelor’s degree with 12+ years relevant experience, or
  • Master’s degree with 10+ years relevant experience
• Mandatory Certifications:
  • PMP
  • Salesforce certifications (Administrator and Service Cloud)
  • Scrum Master certification
• Technical Expertise:
  • Extensive Salesforce experience (Service Cloud, Experience Cloud, Knowledge Management, integrations)
  • Hands-on contact center solutions experience (NICE CXone, Amazon Connect, or equivalent CCaaS)
  • Strong understanding of contact center operations (workforce management, quality monitoring, performance metrics)
  • Background in solution architecture for CCaaS, CRM, and telephony
• Project/Program Management:
  • Proven experience managing large-scale IT and contact center projects
• Work Authorization:
  • Need only U.S. Citizen

Nice-to-Haves

• Not specified in the provided posting.