About this role
Lead end-to-end planning and delivery of Salesforce CRM and contact center modernization initiatives supporting a federal program. Manage requirements, Agile execution, and cross-functional coordination to drive high-quality, customer-focused outcomes.
Key Responsibilities
- Lead end-to-end project lifecycle management for Salesforce and Contact Center modernization initiatives
- Oversee Salesforce implementations and enhancements (Service Cloud, Experience Cloud, Knowledge Management, Analytics) in compliance with federal and FedRAMP standards
- Manage Contact Center technology deployments (NICE CXone, Amazon Connect) including IVR, call routing, self-service automation, and CRM integrations
- Gather and document functional and technical requirements and translate into user stories and technical specifications
- Facilitate Agile ceremonies and manage scope, schedules, budgets, labor estimates, and project documentation
Technical Overview
The role centers on Salesforce-based modernization (Service Cloud, Experience Cloud, Knowledge Management, Analytics) and contact center CCaaS deployments including NICE CXone or Amazon Connect. You will manage IVR, call routing, self-service automation, and CRM integrations while ensuring FedRAMP-compliant implementations and using Agile ceremonies to execute the program.
Ideal Candidate
The ideal candidate is a Senior Technical Project Manager who has led end-to-end modernization programs for Salesforce CRM and contact center platforms in a federal environment. They have strong solution architecture experience, Agile leadership skills (stand-ups and backlog refinement), and hands-on familiarity with IVR, call routing, and CRM integrations for CCaaS deployments.
Must-Have Skills
Salesforce CRM modernizationContact Center technology deploymentsIVRcall routingself-service automationCRM integrationsAgile leadershipfunctional and technical requirements gathering and documentationtranslate requirements into user storiessolution architecture expertiselead end-to-end project lifecycle management
Tools & Platforms
SalesforceSalesforce Service CloudSalesforce Experience CloudSalesforce Knowledge ManagementSalesforce AnalyticsNICE CXoneAmazon Connect
Required Skills
Salesforce CRMSalesforce Service CloudSalesforce Experience CloudKnowledge ManagementSalesforce AnalyticsContact Center modernizationCCaaS platformsNICE CXoneAmazon ConnectIVRcall routingself-service automationCRM integrationsfunctional requirementstechnical requirementsuser storiestechnical specificationsAgile ceremoniesdaily stand-upsbacklog refinementsolution architectureFedRAMPcontinuous improvementproject documentation
Hard Skills
Salesforce CRMSalesforce Service CloudSalesforce Experience CloudSalesforce Knowledge ManagementSalesforce AnalyticsSalesforce implementationsSalesforce enhancementsFedRAMPSalesforce-based solutionsContact Center modernizationCCaaS platformsNICE CXoneAmazon ConnectIVRcall routingself-service automationCRM integrationsfunctional requirementstechnical requirementsuser storiestechnical specificationsAgile ceremoniesdaily stand-upsbacklog refinementscope managementschedule managementbudget managementlabor estimatesproject documentationAgile leadershipsolution architecturecontinuous improvementcustomer experience metricscontact center quality metricsoperational performance monitoringstakeholder engagementcross-functional team coordination
Soft Skills
hands-on technical leadershipcommunicationcross-functional collaborationability to manage complex initiativescontinuous-improvement mindsetoperational excellencefacilitationstakeholder managementproblem-solvingcustomer-focused outcomes
Keywords for Your Resume
Senior Technical Project ManagerProject ManagerTechnical Project Managerend-to-end project lifecycle managementSalesforce CRMSalesforce Service CloudSalesforce Experience CloudKnowledge ManagementSalesforce AnalyticsContact Center modernizationContact Center technology deploymentsCCaaS platformsNICE CXoneAmazon ConnectIVRcall routingself-service automationCRM integrationsfunctional requirementstechnical requirementsuser storiestechnical specificationsAgile ceremoniesdaily stand-upsbacklog refinementsolution architectureFedRAMPcontinuous improvementproject documentationAgile leadership
Deal Breakers
Must currently hold or have the ability to obtain a U.S. Government Public Trust clearance, Must reside in the Gaithersburg, MD / Washington, DC Metro Area
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