Senior Technical Project Manager

System One is a leader in delivering outsourced services and workforce solutions across North America, and they are seeking a Senior Technical Project Manager. The role involves leading the planning, execution, and delivery of Salesforce CRM and Contact Center modernization initiatives for a Federal government agency, while managing cross-functional teams and ensuring project alignment and compliance.

Responsibilities:

• Lead the planning, execution, and delivery of Salesforce CRM and Contact Center modernization initiatives for a Federal government agency
• Manage contact center technology solutions, including NICE CXone or Amazon Connect, IVR design, call routing, and CRM integration
• Coordinate cross-functional teams and external vendors to ensure project alignment, FedRAMP compliance, and achievement of project milestones
• Develop and implement solution architecture for contact center technologies, including CCaaS, CRMs, telephony, and related platforms
• Conduct daily Scrum meetings and facilitate Agile ceremonies to keep projects on track and ensure team productivity
• Work with stakeholders to gather and translate business requirements into technical specifications, user stories, and use cases
• Identify opportunities for process improvements using Salesforce capabilities and contact center operations best practices
• Manage project scope, schedules, budgets, and documentation, providing weekly status reports internally and externally
• Lead efforts in recruiting, training, and onboarding contact center agents to ensure operational excellence
• Drive continuous improvement initiatives, analyzing operations and recommending technical solutions to enhance efficiency and user experience

Requirements:

• Bachelor's degree (BA) and 12+ years of relevant experience OR Master's degree with 10+ years of relevant experience
• PMP Certification
• Salesforce Certifications including Administrator and Service Cloud
• Extensive Salesforce expertise, including Service Cloud, Experience Cloud, Knowledge Management, and integrations
• Scrum Master certification and experience with Agile methodologies
• Experience with contact center solutions such as NICE CXone or Amazon Connect
• Proven ability to manage and optimize contact center operations, including workforce management and performance metrics
• Background in solution architecture with hands-on experience in contact center technologies such as CCaaS, CRM systems, and/or telephony
• Strong leadership skills with the ability to work collaboratively in a virtual, fast-paced environment
• Excellent analytical, organizational, and communication skills
• US Citizenship and ability to obtain a Public Trust clearance
• Located in the Washington DC metro area
• Knowledge of UI/UX design
• Experience writing test cases and testing IT applications
• Experience implementing chatbots and/or other AI-based solutions
• Experience working with Federal government customers
• 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
• Experience in recruiting and training contact center agents to maintain a skilled and effective workforce