What are the responsibilities and job description for the Technical Project Manager position at Aptonet?
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
Salary : $75 - $80