Technical Project Manager
Role SummarySenior Technical Project Manager responsible for leading Salesforce CRM and Contact Center modernization initiatives within a federal environment. This role manages full project lifecycle delivery, ensures alignment with customer requirements, and drives technical and operational improvements across contact center technologies and IT programs.Key ResponsibilitiesLead end-to-end project lifecycle management including initiation, planning, execution, monitoring, and closeoutManage Salesforce CRM implementations and enhancements (Service Cloud, Experience Cloud, Knowledge Management, Analytics)Oversee Contact Center technology deployments (NICE CXone, Amazon Connect, or equivalent CCaaS platforms)Coordinate cross-functional teams including business stakeholders, OCIO, GSA, vendors, and program teamsGather and translate business requirements into technical specifications, user stories, and use casesConduct Agile ceremonies including daily scrums and backlog refinementManage project scope, schedules, budgets, and deliverables to ensure on-time executionEnsure compliance with federal standards including FedRAMPAnalyze business processes and drive continuous improvement and automation initiativesManage customer-facing requests, SLAs, and change management processesDevelop labor estimates, cost projections, and implementation schedulesProvide weekly project status reporting to internal and external stakeholdersLead contact center operational improvements including performance metrics, quality monitoring, and workforce optimizationSupport solution architecture design for contact center technologies (CCaaS, CRM, telephony)Collaborate with stakeholders to understand mission needs and future program requirementsRequired Technical SkillsSalesforce CRM (Service Cloud, Experience Cloud, Knowledge Management, Analytics, integrations)Contact Center technologies (NICE CXone, Amazon Connect, CCaaS platforms)CRM and telephony systemsAgile/Scrum methodologies and ceremoniesFedRAMP compliance and federal IT standardsSolution architecture for contact center and CRM platformsSLA management and Change Management processesWorkforce management, quality monitoring, and performance metricsDocumentation of requirements, user stories, and technical specificationsPreferred / Nice-to-Have SkillsKnowledge of UI/UX designExperience writing test cases and testing IT applicationsExperience implementing chatbots or AI-based solutionsExperience working with Federal government customersKnowledge of contact center technologies (PBX, ACD, IVR, CTI, WFM, call recording, performance management, eLearning, intelligent IVR/speech recognition)Experience recruiting and training contact center agentsQualifications & ExperienceBachelor’s degree with 12+ years of relevant experience OR Master’s degree with 10+ years of relevant experience (additional experience may substitute for degree)8+ years of program/project management experience in IT and contact center operations6+ years of experience leading Salesforce-based projects5+ years of Agile/Scrum experience in IT modernization projectsPMP certification requiredSalesforce certifications (Administrator, Service Cloud) requiredScrum Master certification requiredU.S. Citizenship requiredAbility to obtain Public Trust clearance (active clearance preferred)Strong leadership, analytical, communication, and organizational skillsExperience working in virtual/remote team environmentsWork EnvironmentLocation: Remote (must reside in Washington, DC / Gaithersburg, MD metro area)Schedule: Standard business hours, 40 hours/weekDuration: 6 months with potential extension or conversion