Sr Technical Project Manager – Salesforce & Contact Center Projects

JOB TITLE: Sr Technical Project Manager JOB LOCATION: REMOTE (MUST be in the DC area) WAGE RANGE*: $77 – 83 Per Hour on W2 DURATION: Initial 6-Month Contract, potential for extension(s) JOB NUMBER: SAIJP00038309 REQUIRED EXPERIENCE: PMP Certification. Extensive Salesforce expertise, including Service Cloud, Experience Cloud, Knowledge Management, and platform integrations. Contact Center solutions experience (NICE CXone, Amazon Connect, or equivalent cloud CCaaS platforms). Experience in managing and optimizing contact center operations, including workforce management, quality monitoring, and performance metrics. Proven ability to lead innovations and implement continuous improvements within contact center operations. Background in solution architecture with hands-on experience in contact center technologies such as CCaaS, CRM systems, and telephony. Scrum Master certification and experience with Agile ceremonies. Ability to develop labor estimates and schedules for IT projects. Ability to track and manage project spending according to budget. Strong leadership skills with the ability to manage and motivate a team. Ability to work well with a virtual-based team in a fast-paced environment. Ability to lead and work collaboratively within a dynamic team structure. Detail-oriented with strong analytical, communication, organizational, and time management skills. JOB DESCRIPTION 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. 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. Preferred Skills: Knowledge of UI/UX design. Experience writing test cases and testing IT applications. Experience implementing chatbots and/or other AI-based solutions. Experience working with Federal government customers. 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. Experience in recruiting and training contact center agents to maintain a skilled and effective workforce. Equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities While an hourly range is posted for this position, an eventual hourly rate is determined by a comprehensive salary analysis which considers multiple factors including but not limited to: job-related knowledge, skills and qualifications, education and experience as compared to others in the organization doing substantially similar work, if applicable, and market and business considerations. Benefits offered include medical, dental and vision benefits; dependent care flexible spending account; 401(k) plan; voluntary life/short term disability/whole life/term life/accident and critical illness coverage; employee assistance program; sick leave in accordance with regulation. Benefits may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions. Benefits offered are in accordance with applicable federal, state, and local laws and subject to change at TCM’s discretion.

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