Senior Technical Project Manager

Job Title: Senior Technical Project Manager
Location: Washington, DC (Remote)
Type: Contract
Compensation: $80.50 - $105.00 per hour
Security Clearance: ship and the ability to successfully obtain a government-issued Public Trust clearance

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.

• 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
• ship 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.

System One, and its subsidiaries including Joulé and Mountain Ltd., are leaders in delivering outsourced services and workforce solutions across North America. We help clients get work done more efficiently and economically, without compromising quality. System One not only serves as a valued partner for our clients, but we offer eligible employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan.

System One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.

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Ref: #851-Rockville-S1