Senior Technical Project Manager

Job Title: Senior Technical Project Manager

Location: Remote (Must be local to Washington, DC area for occasional onsite meetings)

Employment Type: Contract (W2)

Work Authorization- Need only Citizen.

Job Overview & Description

We are seeking a highly experienced 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 expertise in IT project/program management, combined with a deep understanding of contact center technologies, Salesforce platforms, and solution architecture. The ideal candidate will drive end-to-end project lifecycle management while ensuring alignment with federal compliance standards and delivering high-quality service outcomes.

The candidate will work closely with cross-functional stakeholders including business teams, IT leadership, and external vendors to implement scalable, efficient, and innovative solutions that enhance customer experience and operational performance.

Roles & Responsibilities

• Lead full project lifecycle management including initiation, planning, execution, monitoring, and closure for Salesforce and Contact Center initiatives.

• Engage with external customers and stakeholders to understand agency mission needs and translate them into technical solutions.

• Coordinate across cross-functional teams (business owners, IT teams, vendors, and federal stakeholders) to ensure alignment and effective communication.

• Oversee Salesforce platform implementations and enhancements (Service Cloud, Experience Cloud, Knowledge Management, Analytics).

• Ensure compliance with FedRAMP and federal standards across all implementations.

• Manage Contact Center technology deployments including platforms like NICE CXone or Amazon Connect.

• Design and oversee IVR systems, call routing, self-service automation, and CRM integrations.

• Gather, document, and translate business requirements into technical specifications, user stories, and use cases.

• Analyze current business processes and identify opportunities for automation and optimization using Salesforce capabilities.

• Lead Agile project delivery including Scrum ceremonies, backlog refinement, and sprint planning.

• Manage scope, timelines, deliverables, and priorities to ensure on-time project completion.

• Monitor and manage project budgets, labor estimates, and resource allocation.

• Drive continuous improvement and innovation by evaluating operational performance and recommending technical enhancements.

• Implement performance metrics and conduct quality audits to ensure high standards in contact center operations.

• Develop solution architecture for CCaaS, CRM systems, telephony, and related technologies.

• Support recruitment, onboarding, and training of contact center agents to maintain optimal workforce performance.

• Provide regular status reporting to internal and external stakeholders.

• Manage customer requests, SLAs, and change management processes.

Required Qualifications & Certifications

• Education & Experience:

o Bachelor’s degree with 12+ years of relevant experience OR

o Master’s degree with 10+ years of relevant experience

o Additional relevant experience may be considered in lieu of a degree

• Certifications (Mandatory):

o PMP (Project Management Professional) Certification

o Salesforce Certifications (Administrator and Service Cloud)

o Scrum Master Certification

• Technical Expertise:

o Extensive experience with Salesforce platforms (Service Cloud, Experience Cloud, Knowledge Management, integrations)

o Hands-on experience with Contact Center solutions (NICE CXone, Amazon Connect, or equivalent CCaaS platforms)

o Strong understanding of contact center operations, including workforce management, quality monitoring, and performance metrics

o Background in solution architecture involving CCaaS, CRM, and telephony systems

• Project & Program Management Skills:

o Proven experience in managing large-scale IT and contact center projects

o Strong experience with Agile/Scrum methodologies and ceremonies

o Ability to develop project schedules, labor estimates, and manage budgets

o Experience in documenting customer journeys and writing user stories

• Leadership & Soft Skills:

o Strong leadership and team management abilities

o Excellent communication and stakeholder management skills

o Ability to work effectively in a fast-paced, virtual team environment

o Strong analytical, organizational, and time management skills

o Detail-oriented with a focus on delivering high-quality outcomes