Contact Center Specialist

Job description

Contact Center Specialist The Opportunity: Contact centers depend on tightly coordinated operational processes and technology stacks such as omnichannel routing engines, CRM platforms, workforce management models, AI‑assist tools, and knowledge systems, all of which must be configured and monitored to deliver consistent service. As a contact center specialist on our team, you’ll get under the hood of contact center operations, workforce levers, routing rules, and CRM‑driven case handling. You’ll work directly with Dynamics 365 Customer Service and Contact Center configurations, including omnichannel workstreams, queues, routing logic, agent workspace design, escalation flows, and data captured in Dataverse, to evaluate how users move through the system and where breakdowns occur. You’ll review routing outcomes, case handling steps, triage accuracy, assist tools, and knowledge article adoption. You’ll evaluate how AI‑assisted experiences such as chatbots, agent assist prompts, suggested knowledge, and guided responses influence both customer satisfaction and agent efficiency. You will identify issues such as ineffective escalation paths, poor knowledge relevance, inconsistent categorization, or friction within agent workflows. Your work will directly inform and drive improvements while optimizing routing tables, refining omnichannel prioritization, tuning AI and bot‑to‑agent handoffs, validating CRM workflow integrity, strengthening escalation paths, improving knowledge governance, and recommending workforce adjustments that support service‑level compliance. Join us. The world can't wait. You Have: Experience in contact center operations, including intake, triage, routing, and escalation workflows Experience with Dynamics 365 Customer Service or contact center environments, including queues, routing, case handling, and agent workspace configuration Knowledge of contact center performance metrics, service levels, queue management, and quality framework Knowledge of AI chatbot operations and co-pilot studio, such as conversational topic design, escalation logic, and integration with CRM or knowledge systems Ability to analyze and improve omnichannel performance, including queue behavior, service‑level impacts, and cross‑channel escalation paths Ability to analyze operational processes, identify gaps, and recommend improvements Ability to facilitate discussions with operational, technical, and leadership stakeholders Ability to obtain and maintain a Public Trust or Suitability/Fitness determination based on client requirements HS diploma or GED Nice If You Have: Experience configuring Dynamics 365 Omnichannel, including routing rules, session templates, conversation forms, and case automation Experience working in a federal or regulated contact center environment Experience with CRM or contact center platforms such as routing engines, case management, and knowledge tools Knowledge of AI‑powered contact center tools such as Copilot Studio, intent classification models, agent assist prompts, and knowledge‑grounded responses Ability to assess workforce management assumptions, staffing models, and operational readiness Ability to analyze and interpret customer experience trends and operational performance data Bachelor’s degree Contact center operations, quality, or process improvement Certification Vetting: Applicants selected will be subject to a government investigation and may need to meet eligibility requirements of the U.S. government client. Compensation At Booz Allen, we celebrate your contributions, provide you with opportunities and choices, and support your total well-being. Our offerings include health, life, disability, financial, and retirement benefits, as well as paid leave, professional development, tuition assistance, work-life programs, and dependent care. Our recognition awards program acknowledges employees for exceptional performance and superior demonstration of our values. Full-time and part-time employees working at least 20 hours a week on a regular basis are eligible to participate in Booz Allen’s benefit programs. Individuals that do not meet the threshold are only eligible for select offerings, not inclusive of health benefits. We encourage you to learn more about our total benefits by visiting the Resource page on our Careers site and reviewing Our Employee Benefits page. Salary at Booz Allen is determined by various factors, including but not limited to location, the individual’s particular combination of education, knowledge, skills, competencies, and experience, as well as contract-specific affordability and organizational requirements. The projected compensation range for this position is $77,600.00 to $176,000.00 (annualized USD). The estimate displayed represents the typical salary range for this position and is just one component of Booz Allen’s total compensation package for employees. This posting will close within 90 days from the Posting Date. Identity Statement As part of the hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. You are expected to be on camera during interviews and assessments. We reserve the right to take your picture to verify your identity and prevent fraud. Candidate AI Usage Policy AI is a part of our daily work at Booz Allen, and we are committed to the responsible and ethical use of AI tools. However, we want to ensure a fair candidate process based on your own skills and knowledge. As part of this commitment, the use of artificial intelligence (AI) or other tools to assist with responses during interviews (whether in-person or virtual) is prohibited unless permission is explicitly provided . Work Model Our people-first culture prioritizes the benefits of collaboration, whether it occurs in person or virtually. To support engagement and effective communication, employees working virtually are generally expected to have their cameras on during meetings. Remote : If this position is listed as remote, there may still be occasions when you are required to work in person at a Booz Allen or customer facility. Hybrid : If this position is listed as hybrid, you will be expected to work from a Booz Allen facility frequently, in alignment with leadership expectations and the needs of the role. You may also be required to work from or visit a customer facility. Onsite : If this position is listed as onsite, work will primarily be performed at a Booz Allen office or customer facility, where employees will collaborate directly with colleagues and customers as required by the role. Commitment to Non-Discrimination 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, local, or international law.