Contact Center Specialist

Phase2 Technology; Silver Spring (MD); On-site; USD 77,600 - 176,000; Full time

Job summary

Booz Allen is seeking a Contact Center Specialist to optimize omnichannel routing, CRM workflows, and AI-assisted experiences within a government-facing environment.

You will analyze routing logic, escalation paths, and knowledge governance, collaborating with operations and technical leads to drive improvements and ensure service-level compliance.

Qualifications

• 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.

Responsibilities

• Get under the hood of contact center operations, routing rules, and CRM-driven case handling to evaluate system performance.
• Review routing outcomes, case handling steps, triage accuracy, assist tools, and knowledge article adoption.
• Evaluate AI-assisted experiences such as chatbots, agent assist prompts, suggested knowledge, and guided responses for impact on satisfaction and efficiency.
• Identify issues such as ineffective escalation paths, poor knowledge relevance, and friction in agent workflows.
• Propose improvements to routing tables, omnichannel prioritization, and workforce adjustments to support service-level compliance.

Skills

Contact center operations

Dynamics 365 Customer Service

Omnichannel routing

AI chatbot operations

Performance metrics

Stakeholder facilitation

Public Trust readiness

Education

HS diploma or GED

Bachelor’s degree

Tools

Dataverse

Dynamics 365

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, AIassist 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 will get under the hood of contact center operations, workforce levers, routing rules, and CRM‑driven case handling. You will 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 will review routing outcomes, case handling steps, triage accuracy, assist tools, and knowledge article adoption. You will evaluate how AI‑assisted experiences such as chatbots, agent assist prompts, suggested knowledge, and guided responses influence 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. The projected compensation range for this position is $77,600.00 to $176,000.00 (annualized USD). This posting will close within 90 days from the posting date.

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.