Doyle Security Services, Inc. (DSS) · 2 days ago
Contact Center Modernization – Communications Specialist
United States
Full-time
Remote
Mid Level
$110K/yr - $130K/yr
3+ years expFathom Management, Inc. is seeking a Communications Specialist to support a large-scale Contact Center Modernization initiative focused on enhancing customer experience through enterprise IT modernization. This role involves developing and executing strategic communications to promote process standardization, training adoption, and stakeholder alignment within a complex federal environment.
HotelReal EstateSecurity
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
Support the development and execution of a multi-phase communication strategy aligned with modernization milestones, stakeholder needs, and organizational objectives
Coordinate messaging across internal and external stakeholders to ensure consistency, clarity, and alignment with project goals
Partner with change management and training teams to support adoption of new technologies, systems, and standardized workflows
Develop targeted communications to address resistance, increase awareness, and drive buy-in for process and technology changes
Create, edit, and distribute project communications, including newsletters, email updates, FAQs, presentations, and training materials
Maintain and update knowledge management repositories to reflect changes in technical infrastructure and operational processes
Coordinate with training teams to communicate the availability, purpose, and benefits of training resources
Ensure knowledge management platforms are accurate, accessible, and user-friendly, supporting ongoing learning and process standardization
Track, analyze, and report on communication effectiveness, stakeholder engagement, and adoption metrics
Continuously refine communication strategies based on feedback, data, and performance insights
Qualification
Required
3+ years of professional experience in communications, preferably within healthcare, technology, or government environments
1+ year of experience supporting Federal Government programs
Demonstrated experience engaging diverse stakeholder groups, including in-person and virtual environments
Strong written, verbal, and storytelling skills, with the ability to present to executive-level audiences
Experience supporting stakeholder engagement, change management, and knowledge management initiatives
Strong organizational and project management skills with the ability to manage multiple priorities
Ability to perform effectively in a fast-paced, evolving environment
Proficiency in Microsoft Word, PowerPoint, and Excel
Bachelor's degree in Communications, Public Relations, Business Administration, or a related field
U.S. Citizenship required, with the ability and willingness to obtain a U.S. Public Trust clearance
Preferred
Master's degree in Communications, Public Relations, Business Administration, or a related discipline
Experience supporting large-scale change initiatives, IT modernization, or digital transformation programs
Familiarity with federal healthcare operations and clinical workflows
Knowledge of contact center operations, performance metrics, and customer experience frameworks
Benefits
Paid vacation, sick leave, and holidays
Medical, dental, and vision health insurance
Life insurance coverage
Short- and long-term disability insurance
401(k) retirement plan with company match and immediate vesting
Military leave
Training and professional development opportunities
Tuition reimbursement
Employee wellness program
Commuter benefits
And more
Company
Doyle Security Services, Inc. (DSS)
Welcome to Doyle Security Services (DSS) where a team of responsive security professionals stands ready to meet your needs in this ever-changing business environment.
Founded in 2005Rockville Centre, New York, USA
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Mario J. Doyle, CPP
President & Chief Operating Officer
Company data provided by crunchbase