[Remote] Senior Technical Project Manager--Remote/ Washington DC

Note: The job is a remote job and is open to candidates in USA. Dice is the leading career destination for tech experts, and they are seeking a highly skilled Senior Technical Project Manager to lead Salesforce CRM and Contact Center modernization initiatives for a Federal government agency. This role involves managing the project lifecycle, coordinating across teams, and ensuring compliance with federal standards while implementing Salesforce and Contact Center technologies.

Responsibilities

• 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 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.

Skills

• Bachelors degree and 12+ years of relevant experience OR Masters with 10+ years of relevant experience. Additional years of relevant experience maybe considered and/or accepted in lieu of degree.
• PMP Certification.
• Certifications Required: Salesforce Certifications including Administrator and Service Cloud.
• 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/or telephony.
• Scrum Master certification.
• 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.
• 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.

Company Overview

• Welcome to Jobs via Dice, the go-to destination for discovering the tech jobs you want. It was founded in undefined, and is headquartered in , with a workforce of 0-1 employees. Its website is https://www.dice.com.

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