Senior Technical Project Manager

title: Senior Technical Project Manager Location: 100% remote opportunity, but must be in the Washington DC / Gaithersburg, MD duration: 6 months, possible extn. Security clearance: Public Trust

Senior Technical Project Manager to lead the planning, execution, and delivery of Salesforce CRM and Contact Center modernization initiatives for a 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 Senior Technical 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.

Job Duties:
Responsible for professionally interacting with external customers to probe for and understand agency mission needs.
Lead end-to-end project lifecycle management, including initiation, planning, execution, monitoring, and closeout for Salesforce and Contact Center projects.
Coordinate across functional teams (e.g., business owners, OCIO, GSA, vendors) to drive alignment and clear communication.
Oversee Salesforce platform implementation and enhancements (Service Cloud, Experience Cloud, Knowledge Management, Analytics), ensuring FedRAMP compliance and federal standards are met.
Manage Contact Center technology deployments (NICE CXone or Amazon Connect) including IVR design, call routing, self-service automation, and CRM integration.
Manage customer-facing requests from both internal and external client stakeholders, including standard service requests, SLA, and Change Management requests.
Meet with internal program managers and external customers to analyze and understand program requirements, customer goals, and future needs.
Collaborate with business stakeholders to gather and document functional requirements for Salesforce projects and initiatives.
Translate business requirements into comprehensive technical specifications, user stories, and use cases.
Analyze and assess current business processes to identify opportunities for process improvement and automation using Salesforce capabilities.
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.
Conduct daily Scrums and team Agile ceremonies, especially backlog refinement.
Manage modernization projects, working in conjunction with other IT management staff and customer stakeholders.
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.
Ensure contact center operations meet quality standards by implementing performance metrics and conducting regular quality audits.
Drive innovation and continuous improvements by analyzing operations and identifying technical solutions to enhance efficiency and user experience.
Develop and implement solution architecture for contact center technologies, including CCaaS, CRM systems, telephony, and related platforms.
Assist in recruiting, training, and onboarding contact center agents to ensure optimal staffing levels and skill sets.
Accountable for weekly project status reporting internally and externally.
Required Qualifications: Bachelors degree and 12+ years of relevant experience OR Masters with 10+ years of relevant experience. Additional years of relevant experience maybe considered and/or accepted in lieu of degree. PMP Certification. Certifications Required: Salesforce Certifications including Administrator and Service Cloud.
Extensive Salesforce expertise, including Service Cloud, Experience Cloud, Knowledge Management, and platform integrations.
Contact Center solutions experience (NICE CXone, Amazon Connect, OR equivalent cloud CCaaS platforms).
Experience in managing and optimizing contact center operations, including workforce management, quality monitoring, and performance metrics.
Proven ability to lead innovations and implement continuous improvements within contact center operations.
Background in solution architecture with hands-on experience in contact center technologies such as CCaaS, CRM systems, and/or telephony.
Scrum Master certification.
Experience with Agile ceremonies.
Ability to develop labor estimates and schedules for IT projects.
Ability to track and manage project spending according to budget.
Strong leadership skills with the ability to manage and motivate a team.
Ability to work well with a virtual-based team in a fast-paced environment.
Ability to lead and work collaboratively within a dynamic team structure.
Detail-oriented with strong analytical, communication, organizational, and time management skills.

Additional Attributes That Will Help Ensure Success:
8+ years of experience in program and project management, with a 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 development methodologies to IT modernization projects.
5+ years of experience in documenting customer journeys and writing user stories.
Preferred Qualifications:
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.