Senior Technical Project Manager

Job Description

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.

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:

• Bachelor’s degree with 12+ years of relevant experience OR
• Master’s degree with 10+ years of relevant experience
• Additional relevant experience may be considered in lieu of a degree
• Certifications (Mandatory):
• PMP (Project Management Professional) Certification
• Salesforce Certifications (Administrator and Service Cloud)
• Scrum Master Certification

Technical Expertise:

• Extensive experience with Salesforce platforms (Service Cloud, Experience Cloud, Knowledge Management, integrations)
• Hands-on experience with Contact Center solutions (NICE CXone, Amazon Connect, or equivalent CCaaS platforms)
• Strong understanding of contact center operations, including workforce management, quality monitoring, and performance metrics
• Background in solution architecture involving CCaaS, CRM, and telephony systems

Are you interested in this position?

Apply by clicking on the “Apply Now” button below!

#GraphicDesignJobsOnline
#WebDesignRemoteJobs
#FreelanceGraphicDesigner
#WorkFromHomeDesignJobs
#OnlineWebDesignWork
#RemoteDesignOpportunities
#HireGraphicDesigners
#DigitalDesignCareers
# Dynamicbrand guru