Senior Technical Project Manager

Description

• Oversee Salesforce platform implementation and enhancements (Service Cloud, Experience Cloud, Knowledge Management, Analytics), ensuring FedRAMP compliance and federal standards are met.
• Analyze and assess current business processes to identify opportunities for process improvement and automation using Salesforce capabilities.
• Translate business requirements into comprehensive technical specifications, user stories, and use cases.
• Lead or participate in multiple projects by completing and updating project documentation, managing project scope, adjusting schedules, and determining daily priorities towards on-time delivery of project tasks and milestones.
• Accountable for weekly project status reporting internally and externally.
• Manage customer-facing requests from both internal and external client stakeholders, including standard service requests, SLA, and Change Management requests.
• Assist in recruiting, training, and onboarding contact center agents to ensure optimal staffing levels and skill sets.
• Coordinate across functional teams (e.g., HUD business owners, OCIO, GSA, vendors) to drive alignment and clear communication.
• Lead end-to-end project lifecycle management, including initiation, planning, execution, monitoring, and closeout for Salesforce and Contact Center projects.
• Manage Contact Center technology deployments (NICE CXone or Amazon Connect) including IVR design, call routing, self-service automation, and CRM integration.
• Develop and implement solution architecture for contact center technologies, including CCaaS, CRM systems, telephony, and related platforms.
• Drive innovation and continuous improvements by analyzing operations and identifying technical solutions to enhance efficiency and user experience.
• Conduct daily Scrums and team Agile ceremonies, especially backlog refinement.
• Ensure contact center operations meet quality standards by implementing performance metrics and conducting regular quality audits.
• Meet with internal program managers and external customers to analyze and understand program requirements, customer goals, and future needs.
• Responsible for professionally interacting with external customers to probe for and understand agency mission needs.
• Manage modernization projects, working in conjunction with other IT management staff and customer stakeholders.
• Collaborate with business stakeholders to gather and document functional requirements for Salesforce projects and initiatives.
• Proactively suggest and deliver continuous improvements by analyzing existing business operations and identifying technical solutions that will improve efficiency, performance, and the user and customer experience.

Requirements

We are seeking a highly skilled IT Project Manager to lead the planning, execution, and delivery of Salesforce CRM and Contact Center modernization initiatives for a Federal government agency. This role requires strong program management experience within an IT project management framework and a deep understanding of contact center technologies and operations. The ideal candidate will have a background in solution architecture with hands-on experience in technologies such as CCaaS, CRMs, telephony systems, and related platforms. The IT Project Manager will be responsible for managing contact center technology solutions, driving program operations, leading innovations, and implementing continuous improvements to optimize contact center performance and deliver high-quality service outcomes.

• Background in solution architecture with hands-on experience in contact center technologies such as CCaaS, CRM systems, and telephony.
• Experience implementing chatbots and/or other AI-based solutions.
• PMP Certification.
• Ability to track and manage project spending according to budget.
• Experience in recruiting and training contact center agents to maintain a skilled and effective workforce.
• 6 years of experience leading IT projects built on the Salesforce platform.
• Ability to lead and work collaboratively within a dynamic team structure.
• Experience writing test cases and testing IT applications.
• Ability to develop labor estimates and schedules for IT projects.
• Proven ability to lead innovations and implement continuous improvements within contact center operations.
• 5 years of experience in documenting customer journeys and writing user stories.
• Extensive Salesforce expertise, including Service Cloud, Experience Cloud, Knowledge Management, and platform integrations.
• Experience working with Federal government customers.
• Ability to work well with a virtual-based team in a fast-paced environment.
• Knowledge of contact center technologies and solutions such as PBX, ACD, IVR, CTI, WFM, Call Recording/Quality Monitoring, Performance Management, eLearning, Intelligent IVR/speech recognition.
• 5 years of experience applying Agile/Scrum development methodologies to IT modernization projects.
• Experience in managing and optimizing contact center operations, including workforce management, quality monitoring, and performance metrics.
• Scrum Master certification and experience with Agile ceremonies.
• Strong leadership skills with the ability to manage and motivate a team.
• 8 years of experience in program and project management, with a focus on IT and contact center operations.
• Detail-oriented with strong analytical, communication, organizational, and time management skills.
• Contact Center solutions experience (NICE CXone, Amazon Connect, or equivalent cloud CCaaS platforms).
• Knowledge of UI/UX design.

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance