Senior PM - Federal Digital Modernization (Remote)

ICF; Reston (VA); On-site; USD 175,000 - 297,000; Full time

Job summary

ICF is seeking a Senior Program Manager to lead a large federal Contact Center Operations and Digital Modernization program. Remote work within the United States is allowed, with US Eastern time alignment.

You will oversee performance, budgets, staffing, and governance across diverse channels including voice, chat, email, SMS, and self-service. Ideal candidates have extensive federal program delivery experience, strong leadership, and expertise in cloud, AI-enabled customer engagement,

Qualifications

• Bachelor's degree required; 12+ years federal IT/transformations experience.
• 7+ years in enterprise contact center operations or CX programs.
• 5+ years in Agile software development or digital modernization initiatives.

Responsibilities

• Lead contract performance, staffing, finance, and customer satisfaction.
• Serve as primary client-facing liaison with Government stakeholders.
• Oversee multi-workstream enterprise contact center operations and modernization.

Skills

Leadership

Stakeholder management

Agile / DevSecOps

Communication

Program oversight

Federal program delivery

Education

Bachelor's degree

Tools

ServiceNow

CRM platforms

CCaaS platforms

Genesys

Amazon Connect

NICE CXone

Salesforce

Job description

ICF is seeking a Senior Program Manager to lead a large federal Contact Center Operations and Digital Modernization program. Remote work within the United States is allowed, with US Eastern time alignment.

You will oversee performance, budgets, staffing, and governance across diverse channels including voice, chat, email, SMS, and self-service. Ideal candidates have extensive federal program delivery experience, strong leadership, and expertise in cloud, AI-enabled customer engagement,