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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

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in contact center operations, including routing, triage, and escalation workflows, while leveraging Dynamics 365 Customer Service to optimize performance and improve service delivery. Capable of analyzing omnichannel performance and facilitating discussions with diverse stakeholders to drive operational improvements.

Highest-signal resume keywords
Contact Center OperationsDynamics 365 Customer ServiceOmnichannel Performance AnalysisAI Chatbot OperationsPublic Trust Certification

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills
Routing WorkflowsTriage WorkflowsEscalation WorkflowsPerformance MetricsQueue ManagementQuality Framework
Soft Skills
Facilitation SkillsStakeholder Communication
Tools & Technologies
CRM-Driven Case HandlingCo-Pilot Studio
Certifications & Qualifications
Public Trust Certification
Industry Keywords
Contact Center EnvironmentsKnowledge Article AdoptionRouting Tables OptimizationEscalation PathsKnowledge Relevance

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