AI-Driven Contact Center Specialist

BTI; Washington (District of Columbia); On-site; USD 45,000 - 65,000; Full time

Job summary

Business Technology Integrators (BTI) is seeking a Contact Center Specialist in the Washington, DC area. You will be the frontline contact for users, handling inquiries via phone, email, chat, and AI-assisted channels while adhering to procedures and UX standards.

You will document interactions in the CRM, escalate unresolved issues, and contribute to continuous improvement of AI and automation tools. A minimum of 3 years in customer service is required, with strong communication abilities and

Qualifications

• The candidate must have at least 3 years in customer service or contact center roles.
• Strong verbal and written communication abilities to explain technical info clearly.
• Experience using contact center or CRM platforms to log and resolve interactions.
• Familiarity with AI-assisted service tools and escalation processes.
• Ability to work independently and with a team, handling variable call volume.

Responsibilities

• Serve as frontline contact for users via phone, email, chat and AI-assisted channels.
• Log, track, and resolve inquiries in the CRM system per procedures.
• Escalate complex issues according to established pathways and document outcomes.
• Support AI tools and flag gaps to drive improvements in automation.

Skills

Customer service

Communication skills

Teamwork

Attention to detail

Problem solving

Education

High school diploma

Undergraduate coursework preferred

Tools

AWS Connect

Salesforce

CRM systems

KnowledgeOwl

Job description

Business Technology Integrators (BTI) is seeking a Contact Center Specialist in the Washington, DC area. You will be the frontline contact for users, handling inquiries via phone, email, chat, and AI-assisted channels while adhering to procedures and UX standards.

You will document interactions in the CRM, escalate unresolved issues, and contribute to continuous improvement of AI and automation tools. A minimum of 3 years in customer service is required, with strong communication abilities and