Contact Center Specialist

About the role

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.

Responsibilities

• Review routing outcomes, case handling steps, triage accuracy, assist tools, and knowledge article adoption.
• Evaluate how AI-assisted experiences such as chatbots, agent assist prompts, suggested knowledge, and guided responses influence both customer satisfaction and agent efficiency.
• Identify issues such as ineffective escalation paths, poor knowledge relevance, inconsistent categorization, or friction within agent workflows.
• 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.
• Facilitate discussions with operational, technical, and leadership stakeholders.
• Obtain and maintain a Public Trust or Suitability/Fitness determination based on client requirements.

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 obtain and maintain a Public Trust or Suitability/Fitness determination based on client requirements.

Qualifications

• High school 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 in contact center operations, quality, or process improvement; Certification.

Skills

• 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.

Benefits

• Health, life, disability, financial, and retirement benefits.
• Paid leave.
• Professional development.
• Tuition assistance.
• Work-life programs.
• Dependent care.

Pay

$77,600.00 to $176,000.00 (annualized USD).

Schedule

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.

Individuals selected for this position will be subject to a government investigation and may need to meet eligibility requirements of the U.S. government client.