Contact Center Specialist

Booz Allen Hamilton•Bethesda, MD

18h•$77,600 - $176,000•Remote

About The Position

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.

Requirements

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 To Haves

Experience configuring Dynamics 365 Omnichannel, including routing rules, session templates, case automation, and conversation forms
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

Responsibilities

Evaluate how users move through the system and where breakdowns occur.
Review routing outcomes, case handling steps, triage accuracy, assist tools, and knowledge article adoption.
Evaluate how AI-assisted experiences influence both customer satisfaction and agent efficiency.
Identify issues such as ineffective escalation paths, poor knowledge relevance, inconsistent categorization, or friction within agent workflows.
Optimize routing tables, refine omnichannel prioritization, tune AI and bot-to-agent handoffs, validate CRM workflow integrity, strengthen escalation paths, improve knowledge governance, and recommend workforce adjustments.