Senior Program Manager (Enterprise Platforms)

• 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.
• 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.

At ICF, we are committed to ensuring a fair interview process for all candidates based on their own skills and knowledge. As part of this commitment, the use of artificial intelligence (AI) tools to generate orassistwith responses during interviews (whether in-person or virtual) is notpermitted. This policy is in place tomaintainthe integrity and authenticity of the interview process.

However, we understand that some candidates may require accommodation that involves the use of AI. Ifsuch anaccommodation is needed, candidates are instructed to contact us in advance at . Weare dedicated to providingthe necessary support to ensure that all candidates have an equal opportunity to succeed.

• 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.
• ICF is a global advisory and technology services provider
• but we’re not your typical consultants. We combine unmatched expertise with cutting-edge technology to help clients solve their most complex challenges
• and shape the future.
• We can only solve the world's toughest challenges by building a workplace that allows everyone to thrive. We are an equal opportunity employer.Together
• our employees are empowered to share theirexpertiseand collaborate with others to achieve personal and professional goals. For more information
• please read our EEOpolicy.
• We will consider for employment qualified applicants with arrest and conviction records.
• and individuals withsincerely heldreligious beliefs
• in all phases of the application and employment process. To requestan accommodation
• please email and we will be happy toassist. All information you provide will be kept confidential and will be used only to the extentrequiredto provide needed reasonable accommodations.
• Read more about workplace discrimination rightsor our benefit offerings which are included in the Transparency in (Benefits) CoverageAct.