Senior Technical Project Manager

Description

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.

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.

Please Note: This is 100% telework/remote opportunity. Candidate must be in the Gaithersburg, MD / Washington, DC metro area
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• 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.

• Bachelor’s degree and 12+ years of relevant experience OR Master’s with 10+ years of relevant experience. Additional years of relevant experience may be considered and/or accepted in lieu of degree.
• PMP Certification.
• 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…