Senior Technical Project Manager

job summary:

Senior Technical Project Manager needed with Public Trust Clearance. Remote role

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:

? 8 years of experience in program and project management, with a focus on IT and contact center operations.

? 6 years of experience leading IT projects built on the Salesforce platform.

? 5 years of experience applying Agile/Scrum development methodologies to IT modernization projects.

? 5 years of experience in documenting customer journeys and writing user stories.

location: Washington DC,

job type: Contract

salary: $70 - 79 per hour

work hours: 8am to 5pm

education: Bachelors



responsibilities:

Job Duties: ? 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 status reporting internally and externally.

qualifications:

Basic Qualifications:

? 8 years of experience in program and project management, with a focus on IT and contact center operations.

? 6 years of experience leading IT projects built on the Salesforce platform.

? 5 years of experience applying Agile/Scrum development methodologies to IT modernization projects.

? 5 years of experience in documenting customer journeys and writing user stories.

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).

This posting is open for thirty (30) days.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.