Senior Technical Project Manager
Talascend is currently seeking a Senior Technical Project Manager for a contract opportunity with our client in Washington, District Of Columbia.
Overview
We are looking for a highly skilled senior technical project manager to lead the planning, execution, and delivery of contact center modernization initiatives for a federal government agency. The role involves managing Salesforce CRM and contact center technology projects, driving program operations, and implementing continuous improvements to optimize contact center performance and service delivery.
Responsibilities
- Lead end-to-end project lifecycle management for Salesforce and contact center projects.
- Coordinate with functional teams and stakeholders to ensure alignment and clear communication.
- Oversee Salesforce platform implementation and enhancements, ensuring compliance with federal standards.
- Manage contact center technology deployments, including IVR design, call routing, and CRM integration.
- Handle customer-facing requests and maintain SLA and Change Management processes.
- Gather and document functional requirements, translating them into technical specifications.
- Analyze business processes to identify opportunities for automation and process improvements.
- Manage multiple projects, including scope, schedule, and milestone tracking.
- Conduct daily Scrum and Agile ceremonies, including backlog refinement.
- Develop solution architecture for contact center technologies, including CCaaS, CRM, and telephony platforms.
- Assist in recruiting, training, and onboarding contact center agents.
- Prepare weekly project status reports for internal and external stakeholders.
- Drive innovation and continuous improvement initiatives to enhance efficiency and user experience.
- Ensure contact center operations meet quality standards through performance metrics and audits.
Qualifications
- Bachelor’s degree and 12+ years of relevant experience OR Master’s degree with 10+ years of relevant experience.
- PMP certification required.
- Salesforce certifications including Administrator and Service Cloud.
- Extensive Salesforce expertise, including Service Cloud, Experience Cloud, and platform integrations.
- Contact center solutions experience with NICE CXone, Amazon Connect, or equivalent cloud CCaaS platforms.
- Proven ability to lead innovations and implement continuous improvements within contact center operations.
- Hands-on experience in solution architecture for contact center technologies.
- Scrum Master certification and experience with Agile methodologies.
- Strong leadership skills and ability to manage virtual teams effectively.
- Excellent analytical, communication, organizational, and time management skills.
- US citizenship and ability to obtain a government-issued Public Trust clearance.
Preferred Qualifications
- Over 8 years of experience in program and project management focused on IT and contact center operations.
- Over 6 years of experience leading IT projects built on the Salesforce platform.
- Experience applying Agile/Scrum methodologies to IT modernization projects.
- Experience documenting customer journeys and writing user stories.
- Knowledge of UI/UX design and testing IT applications.
- Experience implementing chatbots or AI-based solutions.
- Experience working with federal government clients.
- Knowledge of contact center technologies such as PBX, ACD, IVR, CTI, WFM, and performance management tools.
- Experience recruiting and training contact center agents.
We thank all applicants for their interest. However, only those qualified individuals who closely meet the qualifications of the position will be contacted. The details of the position are only a summary, other duties may be assigned as necessary.
Background Check and Drug Screen may be required.
Talascend is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.