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Robert Half Logo Robert Half · IT - Software Development

Senior Technical Project Manager

United States, Washington, DC · Job Posted April 17, 2026
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Job Description

We are seeking an experienced Senior Technical Project Manager to lead the planning, execution, and successful delivery of Salesforce CRM and Contact Center modernization initiatives supporting a Federal government program. This role requires advanced program and project management expertise within an IT framework, along with a strong technical background in contact center platforms and Salesforce-based solutions.

Job Responsibility

  • 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
  • Coordinate across cross-functional teams, including business owners, IT leadership, and vendors
  • Oversee Salesforce implementations and enhancements (Service Cloud, Experience Cloud, Knowledge Management, Analytics) in compliance with federal and FedRAMP standards
  • Manage Contact Center technology deployments (e.g., NICE CXone, Amazon Connect, or equivalent CCaaS platforms), including IVR, call routing, self-service automation, and CRM integrations
  • Gather and document functional and technical requirements
  • translate requirements into user stories and technical specifications
  • Facilitate Agile ceremonies, including daily stand-ups and backlog refinement
  • Manage scope, schedules, budgets, labor estimates, and project documentation
  • Drive continuous improvement by identifying technical solutions that improve performance and customer experience
  • Monitor contact center quality metrics and operational performance
  • Develop solution architectures for CCaaS, CRM, telephony, and related platforms
  • Provide weekly project status reporting to internal and external stakeholders
  • Support training, onboarding, and staffing activities for contact center operations as needed

Requirements

  • Bachelor’s degree with 12+ years of relevant experience or Master’s degree with 10+ years (additional experience may be considered in lieu of degree)
  • PMP certification
  • Salesforce certifications, including Administrator and Service Cloud
  • Scrum Master certification and experience with Agile ceremonies
  • Expertise with Salesforce Service Cloud, Experience Cloud, Knowledge Management, and integrations
  • Experience with cloud-based Contact Center solutions (NICE CXone, Amazon Connect, or equivalent)
  • Background in solution architecture for CRM, CCaaS, and telephony technologies
  • Experience managing contact center operations, performance metrics, and quality monitoring
  • Proven ability to manage budgets, schedules, and project spending
  • Strong leadership, communication, and organizational skills
  • Ability to work effectively with distributed, virtual teams in a fast-paced environment

Nice to have

  • Experience supporting Federal government customers
  • Knowledge of UI/UX design principles
  • Experience with testing IT applications and writing test cases
  • Experience implementing chatbots or AI-based customer service solutions
  • Familiarity with contact center technologies such as PBX, ACD, IVR, CTI, WFM, call recording, quality monitoring, and performance management

What we offer

  • medical, vision, dental, and life and disability insurance
  • eligible to enroll in our company 401(k) plan
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