We are seeking a highly skilled Senior Technical Project Manager to lead the planning, execution, and delivery of Salesforce CRM and Contact Center modernization initiatives for a Federal government agency. This role requires strong program management experience within an IT project management framework and a deep understanding of contact center technologies and operations. The ideal candidate will have a background in solution architecture with hands-on experience in technologies such as CCaaS, CRMs, telephony systems, and related platforms.
The Senior Technical Project Manager will be responsible for managing contact center technology solutions, driving program operations, leading innovations, and implementing continuous improvements to optimize contact center performance and deliver high-quality service outcomes.
Please Note: This is 100% telework/remote opportunity. Candidate must be in the Gaithersburg, MD/Washington, DC metro area.
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.
Required Qualifications:
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.
Additional Attributes That Will Help Ensure Success:
8+ years of experience in program and project management, with a focus on IT and contact center operations.
6+ years of experience leading IT projects built on the Salesforce platform.
5+ years of experience applying Agile/Scrum development methodologies to IT modernization projects.
5+ years of experience in documenting customer journeys and writing user stories.
Preferred Qualifications:
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.
Please Note: The program budget salary for this role could fall anywhere between $150,000 to mid/high $160,000 with a slight wiggle room (no guarantees) based on relevant experience and assessment. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.
Come break things (in a good way). Then build them smarter.
We're the tech company everyone calls when things get weird. We don’t wear capes (they’re a safety hazard), but we do solve high-stakes problems with code, caffeine, and a healthy disregard for “how it’s always been done.”
Original Posting:October 10, 2025For U.S. Positions: While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.
The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.
Top Skills
What We Do
We Are Leidos
For 50 years we have been tackling some of the biggest problems that face our nation and our world.
OUR MISSION
Through our culture of innovation and history of performance, we develop deep customer trust built on integrity and create enduring solutions that improve our world. Leidos is a science and technology solutions leader working to address some of the world’s toughest challenges in the defense, intelligence, homeland security, civil, and healthcare markets. The company’s 43,000 employees support vital missions for government and commercial customers. Headquartered in Reston, Va., Leidos reported annual revenues of approximately $11.09 billion for the fiscal year ended January 3, 2020.
Leidos was cited for the meaningful work employees perform that is challenging, impactful, and aligned with our customers’ missions as reasons professionals want to work and stay at our company. Leidos has also been named to lists including Forbes’ Best Employers for Diversity, Forbes’ America’s Best Employers for Women, Military Times Best for Vets Employers, and Ethisphere Institute’s World's Most Ethical Companies®.
Employees enjoy career enrichment opportunities available through mobility and development and experience rewarding relationships with supportive supervisors and talented colleagues and customers. Employees appreciate our flexible work environment, allowing for and encouraging a true work-life balance. Our professionals are also excited about our Employee Resource Groups, like the newly launched Collaborative Outreach with Remote and Embedded Employees (CORE), which strives to create an environment where every employee, regardless of location, feels fully engaged as a valued employee of Leidos.
Your most important work is ahead.
