Senior Program Manager; Enterprise Platforms

Position: Senior Program Manager (Enterprise Platforms)
Description

_

Please note:

This role is contingent upon contract award. While it is not an immediate opening, we are actively interviewing and extending contingent offers in anticipation of award._

Our Digital Modernization Division is an information technology and management consulting organization that delivers integrated, strategic solutions to federal and commercial clients. ICF combines deep domain expertise with innovative technologies to design, build, modernize, and operate mission-critical systems that improve operational efficiency and customer experience.

ICF is seeking an experienced Senior Program Manager to lead a large-scale federal Contact Center Operations and Digital Modernization program. The Program Manager will have overall responsibility for the successful management, delivery, and performance of the program, providing leadership for contract execution, operational oversight, modernization initiatives, personnel management, financial performance, and customer satisfaction for a complex enterprise contact center supporting voice, chat, email, SMS, self-service, and digital engagement channels.

The Program Manager serves as the primary day-to-day interface with Government program stakeholders, provides leadership and supervision to program staff, oversees multiple integrated technical and operational work streams, and ensures effective coordination across functional teams. The successful candidate will possess extensive experience managing large federal technology and operations programs, leading modernization initiatives, and delivering enterprise-scale contact center capabilities using cloud platforms, AI-enabled solutions, CRM technologies, workflow automation, and Agile delivery methodologies.

** Job Location*
* Remote work within the United States is authorized.  Must support US Eastern time zone working hours.

* If you accept this position, you should note that ICF does monitor employee work locations blocks access from foreign locations/foreign IP addresses and prohibits personal VPN connections. 

** What You Will Be Doing*
* + Provide overall leadership and accountability for contract performance, including program delivery, staffing, financial management, quality, schedule, risk management, and customer satisfaction.

+ Serve as the primary point of contact for Government leadership, the COR, and key stakeholders.

+ Lead, mentor, and manage program staff, including performance management, workforce planning, and professional development.

+ Oversee enterprise contact center operations across voice, chat, email, SMS, and digital self-service channels.

+ Monitor and manage SLAs, KPIs, quality standards, operational performance, and customer satisfaction metrics.

+ Direct workforce management, quality assurance, knowledge management, operational reporting, and continuous improvement initiatives.

+ Lead integrated work streams supporting contact center operations, CRM platforms, Service Now, telephony, cloud infrastructure, cybersecurity, and analytics.

+ Drive digital modernization initiatives, including AI-enabled customer engagement, virtual agents, workflow automation, omnichannel customer experience, and cloud-based solutions.

+ Establish program governance, project plans, performance reporting, risk management, and issue resolution processes to ensure successful delivery.

+ Manage program budgets, forecasts, subcontractor performance, resource allocation, and contract compliance.

+ Prepare and present executive briefings, program status reports, operational metrics, and strategic recommendations to Government leadership.

+ Ensure compliance with cybersecurity, privacy, accessibility, and quality standards while promoting Agile, Dev Sec Ops , and data-driven decision-making practices.

** Basic Qualifications*
* + Ability to obtain and maintain a Public Trust determination.

+ Must reside in the United States, and work must be performed within the United States.

+ Bachelor's degree from an accredited institution.

+ 12+ years of experience managing large federal IT, contact center, or business transformation programs.

+ 7+ years of experience leading enterprise contact center operations or customer experience programs.

+ 5+ years of experience managing Agile software development or digital modernization initiatives.

** Preferred Qualifications*
* + Experience managing geographically dispersed teams supporting federal customers.

+ Experience managing subcontractors and multi-vendor delivery environments.

+

Experience with enterprise platforms such as Service Now, CRM solutions, Contact Center as a Service (CCaaS), or similar technologies.

+ Experience leading enterprise contact center modernization initiatives.

+ Experience implementing AI-enabled customer service capabilities.

+

Experience with Service Now Customer Service Management (CSM), IT Service Management (ITSM), or CRM implementations.

+

Experience with enterprise contact center platforms such as Genesys, Amazon Connect, NICE CXone, Cisco, Five9, or similar…