Job Description
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 Apply tot his job