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Modernization Lead

**Category:** Analytics and Emerging Digital Technologies

**Main location:** United States, Virginia, Fairfax

**Alternate Location(s):** United States, Maryland, Baltimore

**Position ID:** J0525-2242

**Employment Type:** Full Time

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Position Description:

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

Your future duties and responsibilities:

• 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.

Required qualifications to be successful in this role:

• 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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Skills:

+ Customer Experience Management

+ Agile Business Analysis

What you can expect from us:

Together, as owners, let’s turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

Come join our team—one of the largest IT and business consulting services firms in the world.

Qualified applicants will receive consideration for employment without regard to their race, ethnicity, ancestry, color, sex, religion, creed, age, national origin, citizenship status, disability, pregnancy, medical condition, military and veteran status, marital status, sexual orientation or perceived sexual orientation, gender, gender identity, and gender expression, familial status or responsibilities, reproductive health decisions, political affiliation, genetic information, height, weight, or any other legally protected status or characteristics to the extent required by applicable federal, state, and/or local laws where we do business.

CGI provides reasonable accommodations to qualified individuals with disabilities. If you need an accommodation to apply for a job in the U.S., please email the CGI U.S. Employment Compliance mailbox at [email protected] . You will need to reference the Position ID of the position in which you are interested. Your message will be routed to the appropriate recruiter who will assist you. **Please note, this email address is only to be used for those individuals who need an accommodation to apply for a job. Emails for any other reason or those that do not include a Position ID will not be returned.**

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All CGI offers of employment in the U.S. are contingent upon the ability to successfully complete a background investigation. Background investigation components can vary dependent upon specific assignment and/or level of US government security clearance held. Dependent upon role and/or federal government security clearance requirements, and in accordance with applicable laws, some background investigations may include a credit check. CGI will consider for employment qualified applicants with arrests and conviction records in accordance with all local regulations and ordinances.

CGI will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with CGI’s legal duty to furnish information.