Description
ICF is seeking a Senior Program Manager to lead a large-scale federal Contact Center Operations and Digital Modernization program. The role provides overall program leadership, contract execution, operational oversight, staffing, financial and risk management, customer satisfaction, and coordination across contact center, CRM, ServiceNow, cloud, cybersecurity, and analytics workstreams. It also leads digital modernization initiatives involving AI-enabled customer engagement, virtual agents, workflow automation, and omnichannel experiences. The position is remote within the United States, requires U.S. residence and Eastern Time Zone availability, and offers a full-time pay range of $174,701 to $296,992.
