Posted today
Public Trust
Unspecified
Unspecified
Management
Remote/Hybrid• (Off-Site/Hybrid)
Senior Technical Project Manager (Salesforce & Contact Center Modernization)
Remote (Washington, DC Area Required) | 6-Month Contract | $89.50/hr W2 | Public Trust Clearance
About the Role
Join a leading federal modernization initiative as a Senior Technical Project Manager, spearheading complex Salesforce CRM and Contact Center technology projects for a key government agency. This fully remote position requires residence in the Washington, DC metro area and offers the opportunity to drive digital transformation in a high-impact, mission-driven environment.
Responsibilities
- Lead end-to-end delivery of Salesforce and Contact Center modernization projects, ensuring on-time, within-budget execution.
- Interface directly with federal clients to understand mission needs and translate them into actionable project plans and technical solutions.
- Oversee Salesforce Service Cloud, Experience Cloud, and Knowledge Management implementations, ensuring compliance with FedRAMP and federal requirements.
- Manage cloud-based Contact Center solutions (NICE CXone, Amazon Connect), including IVR, call routing, automation, and CRM integrations.
- Coordinate cross-functional teams (business owners, OCIO, GSA, vendors) to align objectives and maintain clear communication.
- Conduct Agile ceremonies, daily scrums, backlog refinement, and project documentation to ensure smooth workflow.
- Analyze operations and drive continuous improvement initiatives to elevate contact center performance and customer satisfaction.
- Develop solution architecture for contact center technologies, including CCaaS, CRM integration, and telephony.
- Monitor project status, deliver weekly reports, and ensure quality standards through audits and performance metrics.
- Support recruiting, training, and onboarding of contact center agents to maintain operational excellence.
Required Skills and Experience
- Bachelor's degree (12+ years' relevant experience) or Master's degree (10+ years' relevant experience); additional experience considered in lieu of degree.
- PMP certification.
- Salesforce Administrator and Service Cloud certifications.
- Extensive hands-on Salesforce experience: Service Cloud, Experience Cloud, Knowledge Management, platform integrations.
- Deep knowledge of Contact Center solutions (NICE CXone, Amazon Connect, or equivalent).
- Strong background in solution architecture, contact center operations, and technology deployments.
- Scrum Master certification; proven Agile/Scrum project experience.
- Demonstrated leadership, team motivation, and project financial management skills.
- US Citizenship with the ability to obtain Public Trust clearance.
- Excellent communication, analytical, and organizational abilities.
Preferred Skills
- UI/UX design familiarity.
- Experience with chatbot/AI-based solution implementation.
- Federal government customer experience.
- Test case writing and IT application testing.
- In-depth knowledge of PBX, ACD, IVR, CTI, WFM, Call Recording, Performance Management, and eLearning systems.
- Experience recruiting and training contact center teams.
Benefits
- 100% telework with flexible remote environment.
- Impactful projects supporting federal digital transformation.
- Hands-on leadership in innovative technology solutions.
- Opportunity to work with leading cloud, CRM, and contact center platforms.
- Competitive hourly compensation.
How to Apply
Ready to lead transformative federal projects and advance your career in technical program management? Submit your resume highlighting your Salesforce, contact center, and IT project leadership experience.
Remote (Washington, DC Area Required) | 6-Month Contract | $89.50/hr W2 | Public Trust Clearance
About the Role
Join a leading federal modernization initiative as a Senior Technical Project Manager, spearheading complex Salesforce CRM and Contact Center technology projects for a key government agency. This fully remote position requires residence in the Washington, DC metro area and offers the opportunity to drive digital transformation in a high-impact, mission-driven environment.
Responsibilities
- Lead end-to-end delivery of Salesforce and Contact Center modernization projects, ensuring on-time, within-budget execution.
- Interface directly with federal clients to understand mission needs and translate them into actionable project plans and technical solutions.
- Oversee Salesforce Service Cloud, Experience Cloud, and Knowledge Management implementations, ensuring compliance with FedRAMP and federal requirements.
- Manage cloud-based Contact Center solutions (NICE CXone, Amazon Connect), including IVR, call routing, automation, and CRM integrations.
- Coordinate cross-functional teams (business owners, OCIO, GSA, vendors) to align objectives and maintain clear communication.
- Conduct Agile ceremonies, daily scrums, backlog refinement, and project documentation to ensure smooth workflow.
- Analyze operations and drive continuous improvement initiatives to elevate contact center performance and customer satisfaction.
- Develop solution architecture for contact center technologies, including CCaaS, CRM integration, and telephony.
- Monitor project status, deliver weekly reports, and ensure quality standards through audits and performance metrics.
- Support recruiting, training, and onboarding of contact center agents to maintain operational excellence.
Required Skills and Experience
- Bachelor's degree (12+ years' relevant experience) or Master's degree (10+ years' relevant experience); additional experience considered in lieu of degree.
- PMP certification.
- Salesforce Administrator and Service Cloud certifications.
- Extensive hands-on Salesforce experience: Service Cloud, Experience Cloud, Knowledge Management, platform integrations.
- Deep knowledge of Contact Center solutions (NICE CXone, Amazon Connect, or equivalent).
- Strong background in solution architecture, contact center operations, and technology deployments.
- Scrum Master certification; proven Agile/Scrum project experience.
- Demonstrated leadership, team motivation, and project financial management skills.
- US Citizenship with the ability to obtain Public Trust clearance.
- Excellent communication, analytical, and organizational abilities.
Preferred Skills
- UI/UX design familiarity.
- Experience with chatbot/AI-based solution implementation.
- Federal government customer experience.
- Test case writing and IT application testing.
- In-depth knowledge of PBX, ACD, IVR, CTI, WFM, Call Recording, Performance Management, and eLearning systems.
- Experience recruiting and training contact center teams.
Benefits
- 100% telework with flexible remote environment.
- Impactful projects supporting federal digital transformation.
- Hands-on leadership in innovative technology solutions.
- Opportunity to work with leading cloud, CRM, and contact center platforms.
- Competitive hourly compensation.
How to Apply
Ready to lead transformative federal projects and advance your career in technical program management? Submit your resume highlighting your Salesforce, contact center, and IT project leadership experience.
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