Computer Merchant, Ltd., The
Computer Merchant, Ltd., The

Sr Project Manager (Salesforce)

Washington, DC, US • Posted 9 hours ago • Updated 9 hours ago
Full Time
On-site
USD $80.00 - 85.00 per hour
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Summary

JOB TITLE: SR PROJECT MANAGER (SALESFORCE)
JOB LOCATION: WASHINGTON, DC (REMOTE)
WAGE RANGE*: 80.00-85.00 PER HOUR
JOB NUMBER: SAIJP00038692

REQUIRED EXPERIENCE:
  • 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.
PUBLIC TRUST (HUD)

JOB DESCRIPTION

Senior Technical 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 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., HUD 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.
  • 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.

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.

Equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities

* While an hourly range is posted for this position, an eventual hourly rate is determined by a comprehensive salary analysis which considers multiple factors including but not limited to: job-related knowledge, skills and qualifications, education and experience as compared to others in the organization doing substantially similar work, if applicable, and market and business considerations. Benefits offered include medical, dental and vision benefits; dependent care flexible spending account; 401(k) plan; voluntary life/short term disability/whole life/term life/accident and critical illness coverage; employee assistance program; sick leave in accordance with regulation. Benefits may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions. Benefits offered are in accordance with applicable federal, state, and local laws and subject to change at TCM's discretion.

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  • Dice Id: cxtcml
  • Position Id: 26-00585
  • Posted 9 hours ago
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