Technical Project Manager (TPM)

Kentro • Woodlawn, MD

3d • $120,000 - $130,000 • Hybrid

About The Position

Kentro is seeking an exceptionally experienced and proactive Technical Project Manager (TPM) to drive high-level strategic initiatives for our federal government customer. In this role, you will serve as the primary point of contact and bridge between executive stakeholders, federal leadership, and cross-functional technical teams. The ideal candidate will combine mastery of Agile project management with a deep technical understanding of contact center environments, operations, and data analytics (including SQL and performance metrics). You will be responsible for ensuring project health, maintaining tool integrity, and delivering complex, mission-critical products on time and within budget.

Requirements

• Bachelor’s Degree in Computer Science, Information Technology, Business Administration, or a related technical/analytical field.
• Minimum of 8–10 years of progressive experience in technical project management or program management, ideally within a federal contracting or government environment.
• Proven, hands-on experience managing large-scale projects using Jira and Digital.ai Agility (formerly VersionOne).
• Experience navigating and managing enterprise-level ticketing and IT service management tools (e.g., ServiceNow).
• Strong working knowledge of SQL for data analysis and reporting verification.
• US Citizen or Green card holder
• Willing and able to obtain and maintain Public Trust Clearance
• Must meet updated ID requirements: https://www.gsa.gov/technology/it-contract-vehicles-and-purchasing-programs/federal-credentialing-services/get-appointment-help/bring-required-documents
• If you do not currently meet the ID requirements outlined, you must be willing and able to update your current forms of ID in a timely manner to complete the suitability process successfully.

Nice To Haves

• A Master’s Degree is a plus.
• Project Management Professional (PMP) and/or Agile certifications (e.g., PMI-ACP, CSM, SAFe POPM) are highly preferred.
• Prior experience managing contact center modernization, CCaaS migrations, or contact center analytics platforms.
• Familiarity with workforce optimization (WFO) tools and contact center data models.

Responsibilities

• Act as the central liaison for all federal stakeholders, executive leadership, and internal product team members.
• Frequently prepare and present high-visibility briefings, project health updates, and strategic roadmaps to executive-level audiences.
• Take full accountability for driving projects to completion, actively managing scope, timelines, and budgets.
• Lead all core Agile ceremonies, including Daily Stand-ups, Sprint Planning, Backlog Refinement, and Sprint Retrospectives.
• Maintain meticulous hygiene of project management tools (e.g., Digital.ai Agility, Jira). Ensure all user stories, epics, and acceptance criteria are deeply detailed and accurate.
• Partner with product owners to ensure user stories and epics are exceptionally well-defined and adhere to a strict Definition of Done (DoD).
• Oversee and manage systemic workflows through enterprise ticketing platforms (e.g., ServiceNow) to ensure seamless operational support.
• Apply deep knowledge of Contact Center as a Service (CCaaS) environments, workforce management (WFM) workflows, and general contact center operations to guide project strategy.
• Serve as the focal point for Management Information (MI) and data operations, identifying trends and operational bottlenecks.
• Generate comprehensive monthly reports tracking project velocity, burn-down rates, budget utilization, and contract performance metrics.
• Utilize SQL to query data structures, validate reporting accuracy, and support data-driven decision-making for the client.
• Identify, document, and escalate risks and technical blockers well in advance to prevent impacts on project timelines or budget.
• Champion cross-team collaboration to resolve complex technical dependencies and systemic bottlenecks.

Benefits

• paid time off
• healthcare benefits
• supplemental benefits
• 401k including an employer match
• discount perks
• rewards
• education reimbursement for certifications, degrees, or professional development
• flexibility for you to take a course, complete a certification, or other professional growth and networking
• funds for activities – virtual and in-person – e.g., we host happy hours, holiday events, fitness & wellness events, and annual celebrations
• charity galas/events

What This Job Offers

• Job Type: Full-time
• Career Level: Senior