Senior Technical Project Manager

Senior Technical Project Manager Remote but must be local to the Washington, DC metro area Compensation: $80-85/hr W2 US Citizenship required to obtain a Public Trust clearance (per government contract) 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. Basic Qualifications: u2022 8 years of experience in program and project management, with a focus on IT and contact center operations. u2022 6 years of experience leading IT projects built on the Salesforce platform. u2022 5 years of experience applying Agile/Scrum development methodologies to IT modernization projects. u2022 5 years of experience in documenting customer journeys and writing user stories. Job Duties: u2022 Responsible for professionally interacting with external customers to probe for and understand agency mission needs. u2022 Lead end-to-end project lifecycle management, including initiation, planning, execution, monitoring, and closeout for Salesforce and Contact Center projects. u2022 Coordinate across functional teams (e.g., HUD business owners, OCIO, GSA, vendors) to drive alignment and clear communication. u2022 Oversee Salesforce platform implementation and enhancements (Service Cloud, Experience Cloud, Knowledge Management, Analytics), ensuring FedRAMP compliance and federal standards are met. u2022 Manage Contact Center technology deployments (NICE CXone or Amazon Connect) including IVR design, call routing, self-service automation, and CRM integration. u2022 Manage customer-facing requests from both internal and external client stakeholders, including standard service requests, SLA, and Change Management requests. u2022 Meet with internal program managers and external customers to analyze and understand program requirements, customer goals, and future needs. u2022 Collaborate with business stakeholders to gather and document functional requirements for Salesforce projects and initiatives. u2022 Translate business requirements into comprehensive technical specifications, user stories, and use cases. u2022 Analyze and assess current business processes to identify opportunities for process improvement and automation using Salesforce capabilities. u2022 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. u2022 Conduct daily Scrums and team Agile ceremonies, especially backlog refinement. u2022 Manage modernization projects, working in conjunction with other IT management staff and customer stakeholders. u2022 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. u2022 Ensure contact center operations meet quality standards by implementing performance metrics and conducting regular quality audits. u2022 Drive innovation and continuous improvements by analyzing operations and identifying technical solutions to enhance efficiency and user experience. u2022 Develop and implement solution architecture for contact center technologies, including CCaaS, CRM systems, telephony, and related platforms. u2022 Assist in recruiting, training, and onboarding contact center agents to ensure optimal staffing levels and skill sets. u2022 Accountable for weekly project status reporting internally and externally. Required Skills: u2022 PMP Certification. u2022 Extensive Salesforce expertise, including Service Cloud, Experience Cloud, Knowledge Management, and platform integrations. u2022 Contact Center solutions experience (NICE CXone, Amazon Connect, or equivalent cloud CCaaS platforms). u2022 Experience in managing and optimizing contact center operations, including workforce management, quality monitoring, and performance metrics. u2022 Proven ability to lead innovations and implement continuous improvements within contact center operations. u2022 Background in solution architecture with hands-on experience in contact center technologies such as CCaaS, CRM systems, and telephony. u2022 Scrum Master certification and experience with Agile ceremonies. u2022 Ability to develop labor estimates and schedules for IT projects. u2022 Ability to track and manage project spending according to budget. u2022 Strong leadership skills with the ability to manage and motivate a team. u2022 Ability to work well with a virtual-based team in a fast-paced environment. u2022 Ability to lead and work collaboratively within a dynamic team structure. u2022 Detail-oriented with strong analytical, communication, organizational, and time management skills. Preferred Skills: u2022 Knowledge of UI/UX design. u2022 Experience writing test cases and testing IT applications. u2022 Experience implementing chatbots and/or other AI-based solutions. u2022 Experience working with Federal government customers. u2022 Knowledge of contact center technologies and solutions such as PBX, ACD, IVR, CTI, WFM, Call Recording/Quality Monitoring, Performance Management, eLearning, Intelligent IVR/speech recognition. u2022 Experience in recruiting and training contact center agents to maintain a skilled and effective workforce. System One, and its subsidiaries including Joulu00e9, ALTA IT Services, and Mountain Ltd., are leaders in delivering outsourced services and workforce solutions across North America. We help clients get work done more efficiently and economically, without compromising quality. System One not only serves as a valued partner for our clients, but we offer eligible employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan. System One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law. #M2 #LI-VH1 #DI-VH1 Ref: #850-Rockville (ALTA IT) System One, and its subsidiaries including Joulu00e9, ALTA IT Services, CM Access, TPGS, and MOUNTAIN, LTD., are leaders in delivering workforce solutions and integrated services across North America. We help clients get work done more efficiently and economically, without compromising quality. System One not only serves as a valued partner for our clients, but we offer eligible full-time employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan. System One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.

Created: 2025-10-02