Senior Program Manager (Enterprise Platforms)

ICF•Reston, VA

7d•Remote

About The Position

ICF is seeking an experienced Senior Program Manager to lead a large-scale federal Contact Center Operations and Digital Modernization program. The Program Manager will have overall responsibility for the successful management, delivery, and performance of the program, providing leadership for contract execution, operational oversight, modernization initiatives, personnel management, financial performance, and customer satisfaction for a complex enterprise contact center supporting voice, chat, email, SMS, self-service, and digital engagement channels. The Program Manager serves as the primary day-to-day interface with Government program stakeholders, provides leadership and supervision to program staff, oversees multiple integrated technical and operational workstreams, and ensures effective coordination across functional teams. The successful candidate will possess extensive experience managing large federal technology and operations programs, leading modernization initiatives, and delivering enterprise-scale contact center capabilities using cloud platforms, AI-enabled solutions, CRM technologies, workflow automation, and Agile delivery methodologies.

Requirements

Ability to obtain and maintain a Public Trust determination.
Must reside in the United States, and work must be performed within the United States.
Bachelor's degree from an accredited institution.
12+ years of experience managing large federal IT, contact center, or business transformation programs.
7+ years of experience leading enterprise contact center operations or customer experience programs.
5+ years of experience managing Agile software development or digital modernization initiatives.
Excellent written, verbal, and presentation skills.
Strong stakeholder engagement and relationship management skills.
Demonstrated ability to supervise, mentor, and develop multidisciplinary teams in a fast-paced, dynamic environment.
Strong analytical, organizational, and problem-solving skills.
Experience managing multiple concurrent workstreams and competing priorities.
Knowledge of Agile software development, IT modernization, and federal program delivery.
Strong financial, resource, and schedule management capabilities.
Ability to communicate technical concepts effectively to both technical and non-technical audiences.
Proven ability to foster collaboration, resolve conflicts, and drive successful program outcomes.

Nice To Haves

Experience managing geographically dispersed teams supporting federal customers.
Experience managing subcontractors and multi-vendor delivery environments.
Experience with enterprise platforms such as ServiceNow, CRM solutions, Contact Center as a Service (CCaaS), or similar technologies.
Experience leading enterprise contact center modernization initiatives.
Experience implementing AI-enabled customer service capabilities.
Experience with ServiceNow Customer Service Management (CSM), IT Service Management (ITSM), or CRM implementations.
Experience with enterprise contact center platforms such as Genesys, Amazon Connect, NICE CXone, Cisco, Five9, or similar technologies.
Experience with Salesforce, Microsoft Dynamics, or comparable CRM platforms.
Knowledge of customer experience (CX) best practices and human-centered design principles.
Experience managing transition-in efforts for large federal contracts.
Experience working within FedRAMP cloud environments.
Project Management Professional (PMP) certification.
Certified Scrum Master (CSM), PMI Agile Certified Practitioner (PMI-ACP), or SAFe certification.
ITIL Foundation certification.
Lean Six Sigma certification.

Responsibilities

Provide overall leadership and accountability for contract performance, including program delivery, staffing, financial management, quality, schedule, risk management, and customer satisfaction.
Serve as the primary point of contact for Government leadership, the COR, and key stakeholders.
Lead, mentor, and manage program staff, including performance management, workforce planning, and professional development.
Oversee enterprise contact center operations across voice, chat, email, SMS, and digital self-service channels.
Monitor and manage SLAs, KPIs, quality standards, operational performance, and customer satisfaction metrics.
Direct workforce management, quality assurance, knowledge management, operational reporting, and continuous improvement initiatives.
Lead integrated workstreams supporting contact center operations, CRM platforms, ServiceNow, telephony, cloud infrastructure, cybersecurity, and analytics.
Drive digital modernization initiatives, including AI-enabled customer engagement, virtual agents, workflow automation, omnichannel customer experience, and cloud-based solutions.
Establish program governance, project plans, performance reporting, risk management, and issue resolution processes to ensure successful delivery.
Manage program budgets, forecasts, subcontractor performance, resource allocation, and contract compliance.
Prepare and present executive briefings, program status reports, operational metrics, and strategic recommendations to Government leadership.
Ensure compliance with cybersecurity, privacy, accessibility, and quality standards while promoting Agile, DevSecOps, and data-driven decision-making practices.