IT and Technical Project Manager

IT and Technical Project Manager

Key Role: 

Serve as a Project Manager and trusted advisor to the federal government by providing strategic guidance focused on a large multi-site and multi-channel contact center modernization. Develop and present detailed Customer Relationship Management (CRM) transition approaches and assess transition feasibility, impacts, and risks. Provide client strategic support including identification of strategic objectives and priorities, analysis of contact center CRM migration best practices, and conduct CRM vendor research. Manage project team in development of high-quality deliverables, focused on new call center technologies and migration of legacy systems, on time and within budget. Utilize technical knowledge of the systems development life cycle to identify and assess the impact of recommendations in the areas of technology, people, and processes. Apply technical leadership, conflict resolution, and risk mitigation techniques to resolve implementation, deployment, and operational transition issues for stakeholders and assist the client in developing innovative solutions to complex problems. Work without considerable direction and mentor and supervise team members. Support the client in addressing strategic and operational changes that impact the client’s technical environment and contact center landscape such as demographics, legislative mandates, and advancements in technology. Present findings and recommendations to a senior audience. Due to the nature of work performed within this facility, U.S. citizenship is required.

Basic Qualifications: 

• 8+ years of experience working as an IT project manager in a large-scale implementation or migration from one CRM solution to another CRM solution or a system modernization project, and with management consulting, including leading or supporting a large public or private sector multi-channel contact center modernization effort
• 5+ years of experience working with projects using a Software or Systems Development Life Cycle (SDLC)
• Experience with developing project artifacts and documentation, including project plans, milestone charts, transition plans, and project roadmaps, and executive-level documentation and briefings
• Experience managing and working on multiple concurrent tasks, projects, and priorities in a fast-paced matrix-managed environment to meet aggressive deadlines
• Experience leading high performing teams, aligning project objectives and client expectations, managing data migrations and validation efforts as part of a system transition, and developing and managing project schedules, resources, deliverables, and day-to-day tasks of the team using Excel or Jira
• Knowledge of Agile methodologies and contact center systems implementations and transitions, including CRM applications contact center operations
• Ability to pay strict attention to detail and lead discussions with various stakeholders to conduct strategic planning, define business objectives, prioritize goals, and mitigate risks
• Ability to guide the collection of requirements and data points from multiple stakeholders and develop process maps to document process flows using diagramming applications such as Visio
• Ability to obtain and maintain a Public Trust or Suitability/Fitness determination based on client requirements
• Bachelor’s degree

Additional Qualifications: 

• Experience with Siebel CRM project management
• Knowledge of the Centers for Medicare & Medicaid Services (CMS)
• Possession of excellent verbal and written communication skills, including white papers and decks, and presentation skills
• Certified Scrum Master (CSM) or SAFe Certification
• Project Management Professional (PMP) Certification preferred

Vetting:
Applicants selected will be subject to a government investigation and may need to meet eligibility requirements of the U.S. government client.

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