Senior Program Manager (Enterprise Platforms)

Overview In this role you lead a large-scale federal contact center modernization program within ICF’s Digital Modernization Division. You will oversee contract execution, performance, and stakeholder satisfaction while coordinating multiple workstreams across and beyond IT and operations. You’ll drive modernization initiatives using cloud, AI-enabled solutions, and CRM tech, ensuring governance, risk, and financial discipline. Your leadership will shape enterprise CX delivery and digital transformation for government clients. This position offers remote work with US‑based hours and a chance to impact mission-critical systems at scale. ResponsibilitiesProvide overall leadership for contract performance, including delivery, staffing, financials, quality, schedule, risk, and customer satisfactionServe as primary contact for Government leadership, COR, and stakeholdersMentor and manage program staff, including performance management and professional developmentOversee enterprise contact center operations across voice, chat, email, SMS, and digital self-serviceMonitor SLAs, KPIs, quality standards, and customer satisfaction metricsDirect workforce management, QA, knowledge management, reporting, and continuous improvementLead integrated workstreams for contact center ops, CRM, ServiceNow, telephony, cloud, cybersecurity, and analyticsDrive digital modernization initiatives (AI-enabled engagement, virtual agents, workflow automation, omnichannel, cloud)Establish governance, project plans, performance reporting, risk management, and issue resolution processesManage program budgets, forecasts, subcontractor performance, resource allocation, and contract compliancePrepare and present executive briefings, status reports, metrics, and strategic recommendationsEnsure cybersecurity, privacy, accessibility, and quality standards; promote Agile, DevSecOps, and data-driven decision-making Key requirementsPublic Trust determination (ability to obtain and maintain)Residence in the United States and work within US hoursBachelor’s degree from an accredited institution12+ years managing large federal IT, contact center, or business transformation programs7+ years leading enterprise contact center operations or customer experience programs5+ years managing Agile software development or digital modernization initiativesExcellent written, verbal, and presentation skillsStrong stakeholder engagement and relationship managementProven ability to supervise and develop multidisciplinary teams in a fast-paced environmentExperience with enterprise platforms such as ServiceNow, CRM solutions, CCaaS, or similar technologiesExperience with contact center platforms (Genesys, Amazon Connect, NICE CXone, Cisco, Five9)Experience with Salesforce, Microsoft Dynamics, or comparable CRM platforms