Contact Center Specialist Jobs in Florida
Contact Center Specialist jobs in Florida are among the most active in the country, concentrated in financial services, healthcare administration, insurance, and telecommunications across a workforce that ranges from entry-level agents to senior team leads and workforce analysts. Tampa, Jacksonville, and Miami anchor the bulk of hiring, where established employers like Cigna, Conduent, and Syniverse Technologies maintain large Florida operations. Customer experience, technical support, and healthcare member services are the sub-areas generating the most consistent demand. See the openings below and apply to the ones that match your experience.
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Showing 4 of 22+ Contact Center Specialist jobs
Work you'll do
The Digital AI Performance Manager will lead the operational performance, quality management, governance, and continuous improvement of AI-powered and Agentic AI digital agentssupporting the Global Contact Center. This role is accountable for ensuring digital agent interactions are accurate, compliant, effective, and aligned to customer experience, risk, and operational performance expectations.
This position serves as the operational owner of digital agent performance, applying the same rigor used to manage human agent quality and effectiveness. The manager will monitor performance, analyze trends, lead defect remediation, support AI governance, and partner across operations, technology, risk, privacy, knowledge management, and platform teams to deliver reliable, measurable outcomes. Additionally, this position will be the Subject Matter Expert to both technology and analytics teams on AI functionality and measurement.
Performance Monitoring & Analytics
- Monitor digital agent performance against established service, quality, automation, and customer experience targets.
- Design and maintain performance reporting for operational, executive, and governance audiences.
- Analyze trends, defects, escalation drivers, automation failures, abandonment patterns, and customer friction points.
- Identify emerging risks and performance issues before they impact service quality or customer experience.
- Lead weekly and monthly performance reviews and translate insights into actionable improvement plans.
Key Metrics Owned
- Own and monitor key digital agent metrics, including containment, contact resolution, CSAT, customer effort, intent match, response accuracy, escalation rate, context transfer success, uptime, error rate, latency, critical errors, knowledge quality, and financial implications.
Quality Assurance & Compliance
- Design and manage quality scorecards, sampling plans, and review processes for digital agent interactions.
- Conduct conversation reviews, categorize defects, and drive remediation with accountable teams.
- Lead calibration activities to ensure consistent evaluation standards across operations and support teams.
- Validate quality performance following prompt, workflow, knowledge, or platform changes.
- Maintain audit-ready evidence and governance documentation aligned to digital channel quality expectations.
Incident Management & Risk Governance
- Establish and execute AI incident response, escalation, and remediation procedures.
- Monitor critical errors, policy violations, hallucinations, routing failures, authentication issues, and other high-risk outcomes.
- Coordinate urgent remediation activities and recommend disabling workflows when quality, compliance, or customer risk thresholds are exceeded.
- Partner with risk, privacy, security, legal, and technology teams to ensure appropriate controls and governance are in place.
Knowledge & Content Governance
- Conduct scheduled audits of prompts, content libraries, retrieval sources, knowledge articles, and conversation flows.
- Validate knowledge freshness, accuracy, and effectiveness across supported digital agent use cases.
- Monitor the impact of knowledge, prompt, and workflow changes on performance and customer experience.
- Partner with knowledge management teams to prioritize content improvements and reduce repeat defects.
Continuous Improvement
- Identify opportunities to improve automation performance, self-service containment, and customer outcomes.
- Recommend tuning, training, workflow, and content improvement
The team
Global CoRe is a shared service within Deloitte Global, providing fundamental services to Deloitte People around the world: Knowledge Services, Creative Services, Contact Center, Procurement and Strategic Insights Center. We deliver essential capabilities that save time, convey insights, minimize risk, enhance client service delivery, solve problems, and contribute to Deloitte's success.
Qualifications
Required
- Experience in contact center operations, quality assurance, customer experience, service management, digital channel management, workforce optimization, or continuous improvement.
- Strong understanding of quality monitoring, performance reporting, governance, and risk management practices.
- Ability to analyze operational data, identify trends, and translate insights into clear recommendations and action plans.
- Experience partnering across operations, technology, knowledge management, risk, privacy, and stakeholder teams.
- Strong written and verbal communication skills, with the ability to present performance insights to leadership audiences.
Preferred
- 5-8+ years of relevant experience in contact center operations, quality assurance, customer experience, service management, digital channel management, workforce optimization, or continuous improvement.
- Experience managing chatbots, virtual agents, conversational AI, IVR platforms, or self-service technologies.
- Experience with Genesys Cloud, ServiceNow, conversational AI platforms, speech analytics platforms, or QA automation tools.
- Familiarity with COPC standards, AI governance practices, knowledge auditing, and digital channel quality frameworks.
- Experience designing executive-level reporting, operational scorecards, or governance materials.
Limited immigration sponsorship may be available.
Work you'll do
The Digital AI Performance Manager will lead the operational performance, quality management, governance, and continuous improvement of AI-powered and Agentic AI digital agentssupporting the Global Contact Center. This role is accountable for ensuring digital agent interactions are accurate, compliant, effective, and aligned to customer experience, risk, and operational performance expectations.
This position serves as the operational owner of digital agent performance, applying the same rigor used to manage human agent quality and effectiveness. The manager will monitor performance, analyze trends, lead defect remediation, support AI governance, and partner across operations, technology, risk, privacy, knowledge management, and platform teams to deliver reliable, measurable outcomes. Additionally, this position will be the Subject Matter Expert to both technology and analytics teams on AI functionality and measurement.
Performance Monitoring & Analytics
- Monitor digital agent performance against established service, quality, automation, and customer experience targets.
- Design and maintain performance reporting for operational, executive, and governance audiences.
- Analyze trends, defects, escalation drivers, automation failures, abandonment patterns, and customer friction points.
- Identify emerging risks and performance issues before they impact service quality or customer experience.
- Lead weekly and monthly performance reviews and translate insights into actionable improvement plans.
Key Metrics Owned
- Own and monitor key digital agent metrics, including containment, contact resolution, CSAT, customer effort, intent match, response accuracy, escalation rate, context transfer success, uptime, error rate, latency, critical errors, knowledge quality, and financial implications.
Quality Assurance & Compliance
- Design and manage quality scorecards, sampling plans, and review processes for digital agent interactions.
- Conduct conversation reviews, categorize defects, and drive remediation with accountable teams.
- Lead calibration activities to ensure consistent evaluation standards across operations and support teams.
- Validate quality performance following prompt, workflow, knowledge, or platform changes.
- Maintain audit-ready evidence and governance documentation aligned to digital channel quality expectations.
Incident Management & Risk Governance
- Establish and execute AI incident response, escalation, and remediation procedures.
- Monitor critical errors, policy violations, hallucinations, routing failures, authentication issues, and other high-risk outcomes.
- Coordinate urgent remediation activities and recommend disabling workflows when quality, compliance, or customer risk thresholds are exceeded.
- Partner with risk, privacy, security, legal, and technology teams to ensure appropriate controls and governance are in place.
Knowledge & Content Governance
- Conduct scheduled audits of prompts, content libraries, retrieval sources, knowledge articles, and conversation flows.
- Validate knowledge freshness, accuracy, and effectiveness across supported digital agent use cases.
- Monitor the impact of knowledge, prompt, and workflow changes on performance and customer experience.
- Partner with knowledge management teams to prioritize content improvements and reduce repeat defects.
Continuous Improvement
- Identify opportunities to improve automation performance, self-service containment, and customer outcomes.
- Recommend tuning, training, workflow, and content improvement
The team
Global CoRe is a shared service within Deloitte Global, providing fundamental services to Deloitte People around the world: Knowledge Services, Creative Services, Contact Center, Procurement and Strategic Insights Center. We deliver essential capabilities that save time, convey insights, minimize risk, enhance client service delivery, solve problems, and contribute to Deloitte's success.
Qualifications
Required
- Experience in contact center operations, quality assurance, customer experience, service management, digital channel management, workforce optimization, or continuous improvement.
- Strong understanding of quality monitoring, performance reporting, governance, and risk management practices.
- Ability to analyze operational data, identify trends, and translate insights into clear recommendations and action plans.
- Experience partnering across operations, technology, knowledge management, risk, privacy, and stakeholder teams.
- Strong written and verbal communication skills, with the ability to present performance insights to leadership audiences.
Preferred
- 5-8+ years of relevant experience in contact center operations, quality assurance, customer experience, service management, digital channel management, workforce optimization, or continuous improvement.
- Experience managing chatbots, virtual agents, conversational AI, IVR platforms, or self-service technologies.
- Experience with Genesys Cloud, ServiceNow, conversational AI platforms, speech analytics platforms, or QA automation tools.
- Familiarity with COPC standards, AI governance practices, knowledge auditing, and digital channel quality frameworks.
- Experience designing executive-level reporting, operational scorecards, or governance materials.
Limited immigration sponsorship may be available.
See All 22 Contact Center Specialist Jobs in Florida
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Find JobsContact Center Specialist Jobs by City in Florida
Where Florida roles are concentrated, by current openings.
Contact Center Specialist Job Market in Florida
A snapshot from current Florida openings, updated as new roles post.
Who's Hiring
Top Industries Hiring
- Education
- Technology & Software
- Consulting & Professional Services
What Florida Employers Look For
The qualifications that appear most often in contact center specialist jobs across Florida.
- Minimum one year of inbound or outbound call center customer service experience
- Proficiency with CRM platforms such as Salesforce, Genesys, or NICE CXone
- Demonstrated ability to meet quality assurance and handle-time performance metrics
- Strong written and verbal communication skills in English, bilingual Spanish a plus
- High school diploma or equivalent required, associate or bachelor's degree preferred
- Familiarity with HIPAA compliance standards for healthcare or insurance contact centers
Contact Center Specialist Jobs in Florida: Frequently Asked Questions
How do you become a contact center specialist in Florida?
Florida does not require a state-issued license to work as a contact center specialist, so the path runs through employer hiring requirements rather than a licensing board. Most Florida employers expect a high school diploma or GED, basic computer proficiency, and prior customer-facing experience in retail, hospitality, or a call center environment. Candidates targeting healthcare or insurance contact centers benefit from completing a HIPAA awareness course, which many Florida employers offer during onboarding or can be completed through community college continuing education programs.
Which companies hire contact center specialists in Florida?
Florida contact center specialist roles are posted by University of Miami, Centene, and Baptist Health and others right now, based on current listings on Migrate Mate as of September 2026. Florida's concentration of insurance carriers, hospital networks, and business process outsourcing firms makes it one of the more consistent states for contact center hiring year-round.
Which Florida cities have the most contact center specialist jobs?
Tampa, Medley, and Orlando lead Florida in contact center specialist openings. Tampa and Jacksonville host large insurance, financial services, and BPO back-office operations that drive steady volume, while Miami's bilingual workforce and concentration of healthcare and telecommunications firms sustains strong demand for Spanish-English specialists in particular.
Are there remote contact center specialist jobs in Florida?
Yes, and more than most fields, because contact center work is inherently phone- and screen-based and translates well to home setups. About 83% of contact center specialist openings tied to Florida are remote or hybrid as of September 2026, reflecting how broadly Florida employers have adopted distributed team models since the pandemic. Technical support and member services roles tend to have the highest share of fully remote postings.
How can I get hired as a contact center specialist in Florida with little or no experience?
The most realistic entry path is applying for customer service representative or call center agent roles at large Florida-based employers like Cigna, Conduent, or Florida Blue, which run structured new-hire training cohorts and regularly promote from within. Community college certificate programs in customer service or business communications at institutions like Valencia College or Miami Dade College can strengthen an application. Adjacent roles in retail, hospitality front desk, or medical receptionist work transfer directly, and bilingual fluency in Spanish is a concrete credential that opens doors at Florida employers faster than almost anything else.
Where can I find and apply to contact center specialist jobs in Florida?
You can find and apply to contact center specialist jobs in Florida on Migrate Mate, which lists current Florida openings across industries and experience levels. Search the roles that fit your background and apply directly to the ones that match.
See All 22 Contact Center Specialist Jobs in Florida
Find roles in Florida that match your experience and apply in just a few clicks.
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