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Leidos · 4 days ago

Senior Technical Project Manager

United States

Full-time

Remote

Senior Level, Lead/Staff

$116K/yr - $210K/yr

10+ years exp

Leidos is an industry and technology leader serving government and commercial customers with smarter, more efficient digital and mission innovations. They are seeking a Senior Technical Project Manager to lead the planning, execution, and delivery of Salesforce CRM and Contact Center modernization initiatives for a Federal government agency. The role involves managing contact center technology solutions, driving program operations, and implementing continuous improvements to optimize performance and service outcomes.

ComputerGovernmentInformation ServicesInformation TechnologyNational SecuritySoftware

No H1B

U.S. Citizen Only

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 (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

Qualification

Salesforce expertiseContact Center solutionsSolution architecturePMP CertificationScrum Master certificationAgile methodologiesPerformance metricsAnalytical skillsLeadership skillsCommunication skillsOrganizational skillsTime management

Required

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

US Citizenship and ability to successfully obtain a government-issued Public Trust clearance

Preferred

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