Senior Program Manager (Enterprise Platforms)
Core
Lead a large-scale federal Contact Center Operations and Digital Modernization program, overseeing voice, chat, email, SMS, and digital engagement channels for government stakeholders.
Role type
Senior Program Manager (Enterprise Platforms)
Builds
Enterprise contact center capabilities and modernized digital operations for federal clients
Domain
Federal IT / Contact Center Operations / Digital Modernization
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Program management, contract execution, operational oversight, personnel management, financial performance, stakeholder leadership, workforce planning, SLA/KPI monitoring, risk management, budget management, Agile delivery, digital modernization strategy
Preferred skills
Geographically dispersed team management, subcontractor management, enterprise platform expertise (ServiceNow, CRM, CCaaS), AI-enabled customer service implementation, transition-in management, FedRAMP environment experience, PMP certification, Agile/Scrum certifications, ITIL, Lean Six Sigma
Technologies
ServiceNow, CRM platforms, Contact Center as a Service (CCaaS), Genesys, Amazon Connect, NICE CXone, Cisco, Five9, Salesforce, Microsoft Dynamics, cloud infrastructure, cybersecurity tools, analytics platforms
Responsibilities
Provide overall leadership and accountability for contract performance and program delivery; Serve as primary point of contact for Government leadership and stakeholders; Lead, mentor, and manage program staff; Oversee enterprise contact center operations across multiple channels; Monitor and manage SLAs, KPIs, and quality standards; Direct workforce management and continuous improvement initiatives; Lead integrated workstreams for operations, CRM, telephony, and cloud infrastructure; Drive digital modernization initiatives including AI and automation; Establish program governance and reporting processes; Manage program budgets and contract compliance; Prepare executive briefings and strategic recommendations
Seniority
Senior, hands-on IC with strategic oversight
