Senior Technical Project Manager

Job Description

Job Description

Senior Technical Project Manager

Location : Candidate must sit in Washington DC

Work Model : REMOTE

Role Type : Contract

Duration : 6-Months + Extension

Clearance : Public Trust

Certification required : Project Management Professional (PMP), Scrum Master Certification

About Our Client

A well-established organization that supports Federal government programs by delivering technology and process modernization solutions. They focus on implementing enterprise applications, improving customer-facing platforms, and supporting mission-driven operations. With a presence across the U.S., the company partners closely with Federal agencies to provide IT services and digital transformation programs. The team values collaboration, innovation, and efficiency, working to deliver impactful solutions that improve government services.

Job Description

We are seeking a highly skilled IT 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 program management experience within an IT project management framework and a deep understanding of contact center technologies and operations. The ideal candidate will have a background in solution architecture with hands-on experience in technologies such as CCaaS, CRMs, telephony systems, and related platforms.

The IT Project Manager will be responsible for managing contact center technology solutions, driving program operations, leading innovations, and implementing continuous improvements to optimize contact center performance and deliver high-quality service outcomes.

Duties and Responsibilities

Responsible for professionally interacting with external customers to probe for and understand agency mission needs

Lead end-to-end project lifecycle management, including initiation, planning, execution, monitoring, and closeout for Salesforce and Contact Center projects

Coordinate across functional teams (e.g., HUD business owners, OCIO, GSA, vendors) to drive alignment and clear communication

Oversee Salesforce platform implementation and enhancements (Service Cloud, Experience Cloud, Knowledge Management, Analytics), ensuring FedRAMP compliance and federal standards are met

Manage Contact Center technology deployments (NICE CXone or Amazon Connect) including IVR design, call routing, self-service automation, and CRM integration

Manage customer-facing requests from both internal and external client stakeholders, including standard service requests, SLA, and Change Management requests

Meet with internal program managers and external customers to analyze and understand program requirements, customer goals, and future needs

Collaborate with business stakeholders to gather and document functional requirements for Salesforce projects and initiatives

Translate business requirements into comprehensive technical specifications, user stories, and use cases

Analyze and assess current business processes to identify opportunities for process improvement and automation using Salesforce capabilities

Lead or participate in multiple projects by completing and updating project documentation, managing project scope, adjusting schedules, and determining daily priorities towards on-time delivery of project tasks and milestones

Conduct daily Scrums and team Agile ceremonies, especially backlog refinement

Manage modernization projects, working in conjunction with other IT management staff and customer stakeholders

Proactively suggest and deliver continuous improvements by analyzing existing business operations and identifying technical solutions that will improve efficiency, performance, and the user and customer experience

Ensure contact center operations meet quality standards by implementing performance metrics and conducting regular quality audits

Drive innovation and continuous improvements by analyzing operations and identifying technical solutions to enhance efficiency and user experience

Develop and implement solution architecture for contact center technologies, including CCaaS, CRM systems, telephony, and related platforms

Assist in recruiting, training, and onboarding contact center agents to ensure optimal staffing levels and skill sets

Accountable for weekly project st