Technical Project Manager (TPM)

Overview

Thank you for considering IT Concepts dba Kentro, where innovation drives opportunity and collaboration leads to success. Our dynamic community of experts is fully committed to advancing our customers' missions, fostering professional growth, and making a positive impact on our communities.


By joining our supportive community, you will find that Kentro is dedicated to your personal and professional development. Together, we can drive meaningful change, spark innovation, and achieve extraordinary milestones.

Kentro isseeking 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.

Location: Hybrid in Woodlawn, MD

Salary Range: $120,000-130,000 annually. Factors influencing pay within this range include geography, market demand, skills, education, experience, and other qualifications of the successful candidate.

Responsibilities

Stakeholder Management & Leadership

• Primary Point of Contact: Act as the central liaison for all federal stakeholders, executive leadership, and internal product team members.
• Executive Interfacing: Frequently prepare and present high-visibility briefings, project health updates, and strategic roadmaps to executive-level audiences.
• Delivery & Governance: Take full accountability for driving projects to completion, actively managing scope, timelines, and budgets.

Agile & Tool Administration

• Agile Ceremony Facilitation: Lead all core Agile ceremonies, including Daily Stand-ups, Sprint Planning, Backlog Refinement, and Sprint Retrospectives.
• Project Tool Integrity: 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.
• Backlog & Quality Standards: Partner with product owners to ensure user stories and epics are exceptionally well-defined and adhere to a strict Definition of Done (DoD) .
• Ticketing Lifecycle: Oversee and manage systemic workflows through enterprise ticketing platforms (e.g., ServiceNow) to ensure seamless operational support.

Contact Center Data & Performance Analytics

• Contact Center Expertise: Apply deep knowledge of Contact Center as a Service (CCaaS) environments, workforce management (WFM) workflows, and general contact center operations to guide project strategy.
• Data & MI Specialization: Serve as the focal point for Management Information (MI) and data operations, identifying trends and operational bottlenecks.
• Reporting & Metrics: Generate comprehensive monthly reports tracking project velocity, burn-down rates, budget utilization, and contract performance metrics.
• Data Querying: Utilize SQL to query data structures, validate reporting accuracy, and support data-driven decision-making for the client.

Risk & Blocker Mitigation

• • Proactive Risk Management: Identify, document, and escalate risks and technical blockers well in advance to prevent impacts on project timelines or budget.
  • Obstacle Clearance: Champion cross-team collaboration to resolve complex technical dependencies and systemic bottlenecks.

#LI-SB1

Qualifications

Education & Experience

• Education: Bachelor's Degree in Computer Science, Information Technology, Business Administration, or a related technical/analytical field. (A Master's Degree is a plus).
• Experience: Minimum of 8-10 years of progressive experience in technical project management or program management, ideally within a federal contracting or government environment.

Technical & Tool Proficiencies

• 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.

Highly Preferred Qualifications

• Certifications: Project Management Professional ( PMP ) and/or Agile certifications (e.g., PMI-ACP , CSM , SAFe POPM ) are highly preferred.
• Domain Expertise: Prior experience managing contact center modernization, CCaaS migrations, or contact center analytics platforms.
• Analytics Experience: Familiarity with workforce optimization (WFO) tools and contact center data models.

Clearance Requirement:

• US Citizen or Green card holder
• Willing and able to obtain and maintain Public Trust Clearance
• Must meet updated ID requirements:
  • 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.

Benefits

The Company

We believe in generating success collaboratively, enabling long-term mission success, and building trust for the next challenge. With you as our partner, let's solve challenges, think innovatively, and maximize impact. As a valued member of our team, you have the unique opportunity to work in a diverse range of technology and business career paths, all while supporting our nation and delivering innovative technology solutions. We are a close community of experts that pride ourselves on creating an environment defined by teamwork, dedication, and excellence.

We hold three ISO certifications (27001:2013, 20000-1:2011, 9001:2015), two CMMI ML 3 ratings (DEV and SVC) and CMMC Level 2 Certification.

Industry Recognition

Growth | Inc 5000's Fastest Growing Private Companies, DC Metro List Fastest Growing; Washington Business Journal: Fastest Growing Companies, Top Performing Small Technology Companies in Greater D.C.

Culture | Northern Virginia Technology Council Tech 100 Honoree; Virginia Best Place to Work; Washington Business Journal: Best Places to Work, Corporate Diversity Index Winner - Mid-Size Companies, Companies Owned by People of Color; Department of Labor's HireVets for our work helping veterans transition; SECAF Award of Excellence finalist; Victory Military Friendly Brand; Virginia Values Veterans (V3); Cystic Fibrosis Foundation Corporate Breath Award

Benefits

We offer competitive benefits package including paid time off, healthcare benefits, supplemental benefits, 401k including an employer match, discount perks, rewards, and more. We invest in our employees - Every employee is eligible for education reimbursement for certifications, degrees, or professional development. Reimbursement amounts may fluctuate due to IRS limitations. We want you to grow as an expert and a leader and offer flexibility for you to take a course, complete a certification, or other professional growth and networking. We are committed to supporting your curiosity and sustaining a culture that prioritizes commitment to continuous professional development.

We work hard; we play hard. Kentro is committed to incorporating fun into every day. We dedicate funds for activities - virtual and in-person - e.g., we host happy hours, holiday events, fitness & wellness events, and annual celebrations. In alignment with our commitment to our communities, we also host and attend charity galas/events. We believe in appreciating your commitment and building a positive workspace for you to be creative, innovative, and happy.

Commitment Equal Opportunity Employment & VEVRAA

Kentro is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state or local law.

Kentro is strongly committed to compliance with VEVRAA and other applicable federal, state, and local laws governing equal employment opportunity. We have developed comprehensive policies and procedures to ensure our hiring practices align with these requirements.

As part of our VEVRAA compliance efforts, Kentro has established an equal opportunity plan outlining our commitment to recruiting, hiring, and advancing protected veterans. This plan is regularly reviewed and updated to ensure its effectiveness.

We encourage protected veterans to self-identify during the application process. This information is strictly confidential and will only be used for reporting and compliance purposes as required by law. Providing this information is voluntary and will not impact your employment eligibility.

Our commitment to equal employment opportunity extends beyond legal compliance. We are dedicated to fostering an inclusive workplace where all employees, including protected veterans, are treated with dignity, respect, and fairness.

How to Apply

To apply to Kentro Positions- Please click on the job link and then click the blue "Apply" button at the top right of Job Description. Please upload your resume and complete all the application steps. You must fully submit the application for Kentro to consider you for a position. If you need alternative application methods, please email View email address on click.appcast.io and request assistance.


Accommodations

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. If you need to discuss reasonable accommodations, please email View email address on click.appcast.io.