Senior Technical Project Manager- Remote

Senior Technical Project Manager
Please Note: This is 100% telework/remote opportunity.
6 months, yes

We are seeking a highly skilled 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.

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.
• 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.