Senior Program Manager (Enterprise Platforms)

Location: Remote within the United States; must reside and work in the United States and support US Eastern time zone working hours. hirify.global monitors work locations, blocks access from foreign locations and foreign IP addresses, and prohibits personal VPN connections.

Salary: $174,701–$296,992 annually.

Company

hirify.global is an advisory and technology services provider delivering integrated solutions for federal and commercial clients.

What you will do

• Lead overall delivery and accountability for a large-scale federal contact center operations and digital modernization program.
• Manage enterprise contact center capabilities across voice, chat, email, SMS, self-service, and digital engagement channels.
• Oversee integrated workstreams covering CRM, ServiceNow, telephony, cloud infrastructure, cybersecurity, analytics, and workflow automation.
• Lead staff, workforce planning, performance management, subcontractor coordination, budgets, forecasts, schedules, risks, and contract compliance.
• Drive AI-enabled customer engagement, virtual agents, omnichannel experiences, cloud solutions, Agile delivery, and continuous improvement.
• Present program status, operational metrics, risks, and strategic recommendations to Government leadership and stakeholders.

Requirements

• Ability to obtain and maintain a Public Trust determination.
• Must reside and work 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 leading enterprise contact center operations or customer experience programs and 5+ years managing Agile software development or digital modernization initiatives.
• Strong stakeholder engagement, leadership, financial management, analytical, organizational, and communication skills.

Nice to have

• Experience with ServiceNow, CRM, CCaaS, Genesys, Amazon Connect, NICE CXone, Cisco, Five9, Salesforce, or Microsoft Dynamics.
• Experience implementing AI-enabled customer service capabilities and managing enterprise contact center modernization.
• Experience with federal contracts, subcontractors, multi-vendor environments, FedRAMP cloud environments, or transition-in efforts.
• PMP, CSM, PMI-ACP, SAFe, ITIL Foundation, or Lean Six Sigma certification.
• Knowledge of customer experience best practices and human-centered design.

Culture & Benefits

• Full-time employment with a nationwide remote office arrangement within the United States.
• Work supporting federal customers and mission-critical technology modernization.
• Equal opportunity workplace with reasonable accommodations available throughout the employment process.
• AI tools are not permitted during interviews unless an accommodation has been approved.