About this role
Senior-level project manager to lead Salesforce CRM and CCaaS modernization efforts for a federal government program. Requires Agile leadership and solution-architecture experience, with the ability to obtain Public Trust clearance and manage remote delivery with government stakeholders.
Key Responsibilities
- Lead end-to-end project lifecycle management for Salesforce and Contact Center modernization initiatives
- Engage with external stakeholders to understand mission needs, goals, and requirements
- Oversee Salesforce implementations (Service Cloud, Experience Cloud, Knowledge Management, Analytics) and CCaaS deployments
- Facilitate Agile ceremonies, including daily stand-ups and backlog refinement
- Develop solution architectures for CCaaS, CRM, telephony, and related platforms
Technical Overview
Oversees Salesforce CRM and CCaaS modernization; implementations include Service Cloud, Experience Cloud, Knowledge Management, Analytics; integrates CCaaS platforms (NICE CXone, Amazon Connect); applies Agile methodologies and develops solution architectures for CRM, CCaaS, and telephony; reports weekly to stakeholders.
Ideal Candidate
The ideal candidate is a senior-level technical project manager with deep Salesforce CRM and CCaaS modernization experience in a federal government program. Must have strong Agile leadership, solution-architecture skills, and the ability to obtain Public Trust clearance while coordinating with diverse stakeholders.
Must-Have Skills
Lead end-to-end project lifecycle management for Salesforce and Contact Center modernization initiativesEngage with external stakeholders to understand mission needsgoalsand requirementsCoordinate across cross-functional teamsincluding business ownersIT leadershipand vendorsOversee Salesforce implementations (Service CloudExperience CloudKnowledge ManagementAnalytics) and CCaaS deploymentsManage Contact Center technology deployments (e.g.NICE CXoneAmazon Connector equivalent CCaaS platforms)including IVRcall routingself-service automationand CRM integrationsGather and document functional and technical requirements; translate requirements into user stories and technical specificationsFacilitate Agile ceremoniesincluding daily stand-ups and backlog refinementManage scopeschedulesbudgetslabor estimatesand project documentationDrive continuous improvement by identifying technical solutions that improve performance and customer experienceMonitor contact center quality metrics and operational performanceDevelop solution architectures for CCaaSCRMtelephonyand related platformsProvide weekly project status reporting to internal and external stakeholdersSupport trainingonboardingand staffing activities for contact center operations as needed
Tools & Platforms
SalesforceSalesforce Service CloudSalesforce Experience CloudSalesforce Knowledge ManagementSalesforce AnalyticsCCaaSNICE CXoneAmazon Connect
Required Skills
Senior Technical Project ManagerSalesforce CRMService CloudExperience CloudKnowledge ManagementAnalyticsCCaaSNICE CXoneAmazon ConnectAgileScrumFedRAMPPublic Trust clearancefederal governmentproject managementcross-functional collaborationsolution architecturetelephony integrations
Hard Skills
Salesforce CRMSalesforce Service CloudSalesforce Experience CloudSalesforce Knowledge ManagementSalesforce AnalyticsCCaaSNICE CXoneAmazon ConnectFedRAMPAgileScrumIT project managementsolution architectures
Soft Skills
leadershipstakeholder managementcommunicationcross-functional collaborationproblem-solvingcontinuous improvementoperational excellence
Keywords for Your Resume
Senior Technical Project ManagerSalesforce CRMSalesforce Service CloudSalesforce Experience CloudSalesforce Knowledge ManagementSalesforce AnalyticsCCaaSNICE CXoneAmazon ConnectFedRAMPfederal governmentPublic Trust clearanceAgileScrumproject managementstakeholderscross-functional teamssolution architecturesremotecontract26-Week Contract
Deal Breakers
Cannot obtain U.S. Government Public Trust clearance, Not located in Gaithersburg MD / Washington DC Metro Area
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