Description Senior Technical Project ManagerLocation: (Must reside in the Gaithersburg, MD / Washington, DC Metro Area)
Employment Type: Full-Time 26-Week Contract with Potential Extension or Conversion
Clearance Requirement: Must currently hold or have the ability to obtain a U.S. Government Public Trust clearance
Position OverviewWe are seeking an experienced
Senior Technical Project Manager to lead the planning, execution, and successful delivery of Salesforce CRM and Contact Center modernization initiatives supporting a Federal government program. This role requires advanced program and project management expertise within an IT framework, along with a strong technical background in contact center platforms and Salesforce-based solutions.
The ideal candidate brings a blend of hands-on technical leadership, solution architecture experience, and the ability to manage complex, cross-functional initiatives in a remote environment. This position plays a key role in driving innovation, continuous improvement, and operational excellence across customer engagement technologies.
Position Overview
We are seeking a
Senior Technical Project Manager to lead Salesforce CRM and Contact Center modernization efforts supporting a Federal government program. This role requires strong technical project and program management experience, along with hands-on knowledge of Salesforce platforms and cloud-based contact center technologies. The ideal candidate will bring solution architecture expertise, Agile leadership, and a continuous-improvement mindset to drive high-quality, customer-focused outcomes.
KKey Responsibilities
- Lead end-to-end project lifecycle management for Salesforce and Contact Center modernization initiatives
- Engage with external stakeholders to understand mission needs, goals, and requirements
- Coordinate across cross-functional teams, including business owners, IT leadership, and vendors
- Oversee Salesforce implementations and enhancements (Service Cloud, Experience Cloud, Knowledge Management, Analytics) in compliance with federal and FedRAMP standards
- Manage Contact Center technology deployments (e.g., NICE CXone, Amazon Connect, or equivalent CCaaS platforms), including IVR, call routing, self-service automation, and CRM integrations
- Gather and document functional and technical requirements; translate requirements into user stories and technical specifications
- Facilitate Agile ceremonies, including daily stand-ups and backlog refinement
- Manage scope, schedules, budgets, labor estimates, and project documentation
- Drive continuous improvement by identifying technical solutions that improve performance and customer experience
- Monitor contact center quality metrics and operational performance
- Develop solution architectures for CCaaS, CRM, telephony, and related platforms
- Provide weekly project status reporting to internal and external stakeholders
- Support training, onboarding, and staffing activities for contact center operations as needed
Requirements Required Qualifications- Bachelor's degree with 12+ years of relevant experience or Master's degree with 10+ years (additional experience may be considered in lieu of degree)
- PMP certification
- Salesforce certifications, including Administrator and Service Cloud
- Scrum Master certification and experience with Agile ceremonies
- Expertise with Salesforce Service Cloud, Experience Cloud, Knowledge Management, and integrations
- Experience with cloud-based Contact Center solutions (NICE CXone, Amazon Connect, or equivalent)
- Background in solution architecture for CRM, CCaaS, and telephony technologies
- Experience managing contact center operations, performance metrics, and quality monitoring
- Proven ability to manage budgets, schedules, and project spending
- Strong leadership, communication, and organizational skills
- Ability to work effectively with distributed, virtual teams in a fast-paced environment
Preferred Qualifications- Experience supporting Federal government customers
- Knowledge of UI/UX design principles
- Experience with testing IT applications and writing test cases
- Experience implementing chatbots or AI-based customer service solutions
- Familiarity with contact center technologies such as PBX, ACD, IVR, CTI, WFM, call recording, quality monitoring, and performance management
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