RPA Customer Engagement Specialist

The Robotic Process Automation (RPA) Team requires one full-time Customer Engagement Specialist to support the expansion and adoption of automation capabilities across the Defense Health Agency (DHA), Military Treatment Facilities (MTFs), and other supported organizations. 

The position will serve as a primary outreach resource for the RPA Team, proactively identifying opportunities where automation can reduce administrative burden, improve operational efficiency, increase accuracy and compliance, and return valuable time to the DHA workforce. 

The successful candidate will combine customer engagement, process discovery, marketing, and communication skills with an understanding of automation and digital transformation. The position will work closely with government program leadership, RPA developers, business analysts, and prospective customers to develop and maintain a sustainable pipeline of automation opportunities. 

Key Responsibilities 

Customer Engagement and Pipeline Growth: 

• Proactively identify and pursue new RPA opportunities across DHA, MTFs, program offices, and other supported organizations. 

• Develop and execute outreach strategies designed to increase awareness and adoption of RPA capabilities. 

• Establish relationships with organizational leaders, business process owners, and other key stakeholders to identify automation needs. 

• Conduct targeted outreach to organizations with manual, repetitive, high-volume, and rules-based business processes. 

• Maintain a pipeline of prospective automation opportunities from initial engagement through formal RPA intake. 

• Track customer engagements, potential opportunities, follow-up actions, and conversion of prospective opportunities into RPA projects. 

• Identify opportunities to expand successful automation use cases to other DHA organizations performing similar business processes. 

Customer Engagement and Process Discovery: 

• Meet with prospective customers to understand existing business processes, pain points, workload challenges, and desired outcomes. 

• Conduct initial process-discovery discussions to determine whether a business process may be an appropriate candidate for RPA. 

• Assist customers in understanding RPA capabilities, limitations, requirements, and expected benefits. 

• Coordinate with the RPA technical team to evaluate prospective opportunities for feasibility and potential business value. 

• Guide interested customers toward the appropriate RPA intake and service-request processes. 

• Maintain regular communication with prospective and existing customers throughout the engagement process. 

Marketing and RPA Awareness: 

• Develop and execute an RPA marketing and awareness strategy across DHA. 

• Promote RPA capabilities through briefings, demonstrations, webinars, roadshows, leadership engagements, MTF outreach, conferences, and other communication channels. 

• Develop customer-facing marketing materials, presentations, success stories, capability briefs, one-pagers, and other RPA promotional content. 

• Coordinate live demonstrations of existing automations to illustrate the practical application and value of RPA. 

• Develop compelling RPA use cases highlighting measurable outcomes such as labor-hour savings, reduced errors, improved compliance, increased data quality, and faster processing. 

• Support and maintain content for the DHA RPA website and other approved communication platforms. 

• Identify opportunities to increase visibility of RPA successes throughout DHA. 

Stakeholder Relationship Management: 

• Serve as a liaison between prospective customers and the RPA Team during the early stages of automation discovery. 

• Develop productive relationships with MTF leadership, administrative organizations, program offices, functional communities, and other DHA stakeholders. 

• Coordinate customer meetings, RPA capability briefings, demonstrations, and follow-up engagements. 

• Maintain awareness of organizational priorities and emerging business challenges that may present opportunities for automation. 

• Encourage cross-organizational sharing and reuse of successful automation concepts where appropriate. 

Metrics and Reporting:

• Develop and maintain customer-engagement metrics. 

• Track outreach activities, customer engagements, automation leads, intake submissions, qualified opportunities, and projects entering the RPA development pipeline. 

• Monitor the progression of prospective opportunities from initial contact through intake and development. 

• Assist in documenting projected and realized benefits, including labor-hour savings, cost avoidance, processing-time reductions, and quality improvements. 

• Provide recurring pipeline status reports to RPA program leadership. 

• Use customer feedback and engagement data to recommend improvements to outreach and service-delivery strategies. 

Required Qualifications: 

• Must Hold Secret Clearance and maintain ability to hold Secret Clearance
• Experience in customer engagement, account management, marketing, program support, or a related field. 
• Demonstrated ability to establish and maintain professional relationships with customers and senior stakeholders. 
• Strong written and verbal communication skills, including the ability to communicate technical concepts to nontechnical audiences. 
• Experience developing and delivering presentations, capability briefings, demonstrations, and customer-facing materials. 
• Ability to identify customer business challenges and translate those challenges into potential technology or process-improvement opportunities. 
• Strong organizational skills with the ability to manage multiple prospective opportunities and customer engagements simultaneously. 
• Ability to collaborate effectively with technical and nontechnical team members. 
• Proficiency with Microsoft Office and collaboration tools. 

Desired Qualifications: 

• Previous experience supporting DHA, DoD, MTFs, federal healthcare, or other federal organizations. 

• Experience with Robotic Process Automation, intelligent automation, workflow automation, digital transformation, or business process improvement. 

• Familiarity with UiPath or comparable automation platforms. 

• Experience with customer relationship management, opportunity tracking, or pipeline-management processes. 

• Experience supporting technology demonstrations, conferences, roadshows, or organizational outreach campaigns. 

• Familiarity with SharePoint, Power Platform, or similar collaboration and workflow technologies. 

• Experience conducting business process discovery or assessing processes for automation potential. 

Desired Knowledge and Competencies: 

The candidate should understand how to identify processes that are strong candidates for automation, particularly those that are: 

• Manual and repetitive 

• Rules-based and standardized 

• High-volume or time-consuming 

• Prone to human error or rework 

• Dependent on data entry or transfer between systems 

• Associated with significant administrative burden 

• Capable of producing measurable operational benefits through automation 

Key Performance Indicators: 

Success for this position may be measured through: 

• Number of DHA and MTF organizations engaged 

• Number of RPA capability briefings and demonstrations conducted 

• Number of new automation opportunities identified 

• Number of qualified opportunities progressing to formal intake 

• Growth and health of the RPA project pipeline 

• Percentage of leads converted into viable automation projects 

• Expansion or reuse of successful automations across multiple organizations 

• Estimated labor hours and operational efficiencies associated with opportunities generated 

• Customer engagement and satisfaction 

• Increased awareness and utilization of RPA services 

Position Objective The ultimate objective of this position is to grow the RPA program by connecting DHA organizations with automation solutions that address real business challenges. 

The Customer Engagement Specialist will help organizations recognize where automation can provide value, connect those opportunities with the RPA Team, and build a sustainable pipeline of automation projects that reduce administrative burden and return valuable time to the DHA workforce. 

The measure of success is not simply how many customers hear about RPA—it is how many meaningful automation opportunities move from conversation to implementation. 

About Us

Diné Development Corporation (DDC) is a Navajo Nation–owned family of companies that provides government agencies and commercial organizations with high-quality IT, professional, environmental, and research and development services. DDC is dedicated to empowering the Navajo Nation and the communities we serve.

Benefits

Eligible full-time employees receive a comprehensive benefits package, including medical, dental, vision, life and disability coverage, retirement savings with company match, and paid time off. Additional benefits include voluntary supplemental benefits, access to an employee assistance program, and educational assistance with tuition reimbursement.

Equal Opportunity & Compliance Statement

This contractor and subcontractor shall abide by the requirements of 41 CFR 60-1.4(a), 60-300.5(a), and 60-741.5(a). These regulations prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, sexual orientation, gender identity, national origin, or for inquiring about, discussing, or disclosing information about compensation, or any other basis prohibited by law.

We participate in E-Verify.

DDC is committed to providing equal employment opportunities to all applicants and employees. If you require a reasonable accommodation to participate in the application or interview process, please contact Recruiting for assistance [email protected]