Omnichannel Contact Center Optimizer

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

Job summary

Booz Allen is seeking a Contact Center Specialist to dive into omnichannel routing, CRM configurations, and AI-assisted workflows. You will analyze routing, triage accuracy, and escalation processes to optimize both customer and agent experiences.

You will work with Dynamics 365 Customer Service, Dataverse, and Copilot Studio, designing improved workflows, knowledge governance, and workforce adjustments to meet service-level requirements.

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 integration with CRM or knowledge systems.

Responsibilities

• Review routing outcomes and case handling steps to identify breakdowns.
• Assess triage accuracy, assist tools, and knowledge article adoption to improve efficiency.
• Evaluate AI-assisted experiences and bot-to-agent handoffs for customer satisfaction and agent productivity.
• Identify ineffective escalation paths and gaps in knowledge governance and workflow integrity.

Skills

Contact center operations

Dynamics 365 Customer Service

AI chatbot operations

Omnichannel performance analysis

Stakeholder facilitation

Education

HS diploma or GED

Bachelor’s degree

Tools

Dynamics 365

Dataverse

Copilot Studio

Job description

Booz Allen is seeking a Contact Center Specialist to dive into omnichannel routing, CRM configurations, and AI-assisted workflows. You will analyze routing, triage accuracy, and escalation processes to optimize both customer and agent experiences.

You will work with Dynamics 365 Customer Service, Dataverse, and Copilot Studio, designing improved workflows, knowledge governance, and workforce adjustments to meet service-level requirements.