Technical Project Manager

Role Summary

Senior 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 Responsibilities

• Lead end-to-end project lifecycle management including initiation, planning, execution, monitoring, and closeout
• Manage 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 teams
• Gather and translate business requirements into technical specifications, user stories, and use cases
• Conduct Agile ceremonies including daily scrums and backlog refinement
• Manage project scope, schedules, budgets, and deliverables to ensure on-time execution
• Ensure compliance with federal standards including FedRAMP
• Analyze business processes and drive continuous improvement and automation initiatives
• Manage customer-facing requests, SLAs, and change management processes
• Develop labor estimates, cost projections, and implementation schedules
• Provide weekly project status reporting to internal and external stakeholders
• Lead contact center operational improvements including performance metrics, quality monitoring, and workforce optimization
• Support solution architecture design for contact center technologies (CCaaS, CRM, telephony)
• Collaborate with stakeholders to understand mission needs and future program requirements

Required Technical Skills

• Salesforce CRM (Service Cloud, Experience Cloud, Knowledge Management, Analytics, integrations)
• Contact Center technologies (NICE CXone, Amazon Connect, CCaaS platforms)
• CRM and telephony systems
• Agile/Scrum methodologies and ceremonies
• FedRAMP compliance and federal IT standards
• Solution architecture for contact center and CRM platforms
• SLA management and Change Management processes
• Workforce management, quality monitoring, and performance metrics
• Documentation of requirements, user stories, and technical specifications

Preferred / Nice-to-Have Skills

• Knowledge of UI/UX design
• Experience writing test cases and testing IT applications
• Experience implementing chatbots or AI-based solutions
• Experience working with Federal government customers
• Knowledge of contact center technologies (PBX, ACD, IVR, CTI, WFM, call recording, performance management, eLearning, intelligent IVR/speech recognition)
• Experience recruiting and training contact center agents

Qualifications & Experience

• Bachelor’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 operations
• 6+ years of experience leading Salesforce-based projects
• 5+ years of Agile/Scrum experience in IT modernization projects
• PMP certification required
• Salesforce certifications (Administrator, Service Cloud) required
• Scrum Master certification required
• U.S. Citizenship required
• Ability to obtain Public Trust clearance (active clearance preferred)
• Strong leadership, analytical, communication, and organizational skills
• Experience working in virtual/remote team environments

Work Environment

• Location: Remote (must reside in Washington, DC / Gaithersburg, MD metro area)
• Schedule: Standard business hours, 40 hours/week
• Duration: 6 months with potential extension or conversion