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CGI Federal is seeking a Modernization Lead to help drive the Department of Health and Human Services (HHS), Centers for Medicare and Medicaid Services (CMS) Next Generation Desktop platform initiative. The Modernization Lead shall oversee, facilitate, and manage all activities related to the NGD CRM modernization efforts, including implementation of the overall strategy and chosen CRM solutions.
The Centers for Medicare & Medicaid Services (CMS) provides healthcare services to approximately 79 million individuals through Medicare and Medicaid. CMS is dedicated to delivering high-quality healthcare at a reasonable cost and disseminating essential information regarding benefits, health promotion, and choices. The Next Generation Desktop platform (NGD) is a vital system designed to offer a unified interface for Customer Service Representatives (CSRs) to effectively address the needs of beneficiaries and marketplace consumers.
**This position is located in our Fairfax, VA or Baltimore, MD office; however, a hybrid working model is acceptable. You will be required to report to a CGI Federal office two days per week**
• Facilitating transition activities and meetings, including system demos of the current platform, walkthroughs of the current system documentation library, and other collaboration activities.
• Knowledge of Oracle Siebel CRM, and Service Center Operations, ideally at CMS.
• Actively participating in planning sessions, requirements gathering activities, design sessions, Agile modeling sessions, and other events to support the CRM modernization.
• Shaping the CRM modernization strategy by defining the goals, objectives, and desired outcomes of the modernization effort.
• Managing and documenting methods of communication, coordination of activities, work activities, processes, and procedures to ensure seamless CRM daily operations through the implementation and cutover to a modernized CRM.
• Ensuring resources are collaborative and available to address inquiries about the current CRM.
• Ensuring relevant resources attend system development ceremonies.
• Managing change and adoption, executing change management plans, training end-users, communicating the benefits of the modernization effort, and addressing challenges.
• Monitoring CRM performance, optimizing usage, tracking key metrics, and implementing enhancements to maximize the value and effectiveness of the CRM application.
• 8+ years in technology modernization, with at least 3 years in Medicare call center environments.
• Strong knowledge of AWS, Azure, GCP, and cloud-native technologies.
• Experience with Oracle Siebel CRM, Nuance IVR, Genesys Cloud Architect, AWS Connect, and Google CcaaS.
• Familiarity with SAFe Agile, DevOps, and traditional waterfall approaches.
• Understanding of HIPAA, Medicare regulations, and cybersecurity best practices.
Desired qualifications/non-essential skills required:
• Experience with Federal Government, Center for Medicare and Medicaid (CMS) and Healthcare sectors.
CGI is required by law in some jurisdictions to include a reasonable estimate of the compensation range for this role. The determination of this range includes various factors not limited to skill set, level, experience, relevant training, and licensure and certifications. To support the ability to reward for merit-based performance, CGI typically does not hire individuals at or near the top of the range for their role. Compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range for this role in the U.S. is $88,200.00 - $195,200.00.
CGI Federal's benefits are offered to eligible professionals on their first day of employment to include:
• Competitive compensation
• Comprehensive insurance options
• Matching contributions through the 401(k) plan and the share purchase plan
• Paid time off for vacation, holidays, and sick time
• Paid parental leave
• Learning opportunities and tuition assistance
• Wellness and Well-being programs
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Come join our team—one of the largest IT and business consulting services firms in the world.
hackajob is partnering with CGI to fill this position. Create a profile to be automatically considered for this role—and others that match your experience.