Project Manager – Contact Center Modernization

Raval West; Sacramento (CA); On-site; USD 120,000 - 160,000; Full time

Job summary

Raval West is seeking a Senior IT Project Manager to lead a public-sector migration from Salesforce Open CTI to Amazon Connect Agent Workspace. You’ll coordinate cloud, security, development, testing, and operations teams from the initial assessment through production rollout.

Responsibilities include owning the project schedule and budget, managing multi-disciplinary teams, and presenting to executives. A strong background in cloud delivery for public-sector projects and PMP or equivalent

Qualifications

• 8+ years of IT project or program management experience, including leadership of a complex cloud, contact center, infrastructure, or application modernization.
• Experience managing multidisciplinary teams, budgets, formal deliverable acceptance, and production releases in an enterprise or public-sector environment.
• Amazon Connect or AWS delivery experience, California public-sector project experience, and PMP or comparable certification are preferred.

Responsibilities

• Own the integrated project schedule, budget, staffing forecast, and dependency tracking.
• Use the assessment findings to build migration waves with clear scope, owners, and acceptance criteria.
• Coordinate user acceptance testing, security reviews, change approvals, cutover rehearsals, and go-live decisions across parallel workstreams.
• Brief executives on progress, risks, and decisions requiring action.

Skills

IT project management

Public-sector projects

AWS / cloud delivery

PMP or equivalent

Education

PMP or equivalent certification

Tools

Salesforce Open CTI

Amazon Connect

AWS cloud

Job description

We are seeking a Senior IT Project Manager to lead delivery of a public-sector contact center migration from Salesforce Open CTI to Amazon Connect Agent Workspace. You’ll coordinate cloud, security, development, testing, and operations teams from the initial assessment through production rollout.

Responsibilities

• Own the integrated project schedule, budget, staffing forecast, and dependency tracking. Use the assessment findings to build migration waves with clear scope, owners, and acceptance criteria.
• Manage technical deliverables through agency review. Track comments, resolve outstanding decisions, and secure formal acceptance before dependent work begins.
• Coordinate user acceptance testing, security reviews, change approvals, cutover rehearsals, and go-live decisions across parallel workstreams.
• Brief executives on progress, risks, and decisions requiring action. Coordinate runbooks, knowledge transfer, and the handoff to managed operations.

Qualifications

• 8+ years of IT project or program management experience, including leadership of a complex cloud, contact center, infrastructure, or application modernization.
• Experience managing multidisciplinary teams, budgets, formal deliverable acceptance, and production releases in an enterprise or public-sector environment.
• Amazon Connect or AWS delivery experience, California public-sector project experience, and PMP or comparable certification are preferred.