Senior Technical Project Manager- REMOTE DC - Public Trust Needed Technology Systems

Senior Technical Project Manager needed for a contract to hire opportunity with SOC's client to work remote.

*Public Trust required prior to starting *

JOB DESCRIPTION

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.
  

• 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.
  

• 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.
  

Employment Prerequisites

The following requirements must be met to be eligible for this position: successful completion of a background investigation and drug urinalysis.

SOC, a Day & Zimmermann company, is an Equal Opportunity Employer, EOE AA M/F/Vet/Disability.

Note: Any pay ranges displayed are estimations, which may have been provided by job boards. Actual pay is determined by an applicant's experience, technical expertise, and other qualifications as listed in the job description. All qualified applicants are welcome to apply.