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EEOC

Contact Center Specialist

EEOC

Contact center specialist analyzing operations and improving performance using Dynamics 365 configurations. Working with routing rules and AI tools to enhance customer satisfaction and efficiency.

Posted 7/6/2026full-timeBethesda • Maryland • 🇺🇸 United StatesMid-LevelSenior💰 $77,600 - $176,000 per yearWebsite

About the role

Key responsibilities & impact
  • Get under the hood of contact center operations, workforce levers, routing rules, and CRM-driven case handling
  • Work directly with Dynamics 365 Customer Service and Contact Center configurations
  • Review routing outcomes, case handling steps, triage accuracy, assist tools, and knowledge article adoption
  • Identify issues such as ineffective escalation paths and poor knowledge relevance
  • Inform and drive improvements while optimizing routing tables and refining omnichannel prioritization

Requirements

What you’ll need
  • Experience in contact center operations, including intake, triage, routing, and escalation workflows
  • Experience with Dynamics 365 Customer Service or contact center environments
  • Knowledge of contact center performance metrics, service levels, queue management, and quality framework
  • Knowledge of AI chatbot operations and co-pilot studio
  • Ability to analyze and improve omnichannel performance
  • 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

Benefits

Comp & perks
  • Health, life, disability, financial, and retirement benefits
  • Paid leave
  • Professional development
  • Tuition assistance
  • Work-life programs
  • Dependent care
  • Recognition awards program

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Routing WorkflowsTriage WorkflowsEscalation WorkflowsPerformance MetricsQueue ManagementQuality Framework
Soft Skills
Facilitation SkillsStakeholder Communication
Certifications
Public Trust Certification