Contact Center Specialist (US Citizens)

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 a Service-Disabled Veteran-Owned Small Business (SDVOSB) with more than 25 years of experience delivering innovative and reliable IT and engineering solutions to the Federal Government. BTI supports mission-critical programs across defense and civilian agencies, with core expertise in cybersecurity, program management, enterprise IT, and technical oversight services.

BTI is currently searching for a Contact Center Specialist to fulfill the roles and responsibilities below:

The Contact Center Specialist reports to the Contact Center Lead and serves as a frontline point of contact for users and callers, providing timely, accurate, and courteous support in response to inquiries, issues, and service requests. The Specialist handles inbound and outbound contacts across supported channels (phone, email, chat, and AI-assisted channels as applicable), following established procedures and performance standards.

The Specialist works within the contact center's AI-assisted service model, using chatbot and automated-resolution outputs as a starting point where applicable, escalating or correcting automated responses when they are inaccurate or insufficient, and flagging recurring gaps in AI performance to the Contact Center Lead to support continuous improvement of those tools.

The Specialist documents interactions accurately in the contact center's case management or CRM system, escalates complex or unresolved issues according to established escalation paths, and contributes to a positive user experience consistent with the program's UX standards and accessibility requirements.

Requirements:

• High school diploma or equivalent required; undergraduate coursework or degree preferred.
• At least 3 years of experience as a customer service agent or contact center representative.
• Strong verbal and written communication skills, including the ability to explain technical or procedural information clearly to non-technical users.
• Experience using contact center or CRM platforms (e.g., AWS Connect, Salesforce, or similar) to log, track, and resolve user interactions.
• Ability to follow documented procedures and escalation protocols consistently and accurately.
• Basic familiarity with AI-assisted service tools such as chatbots or automated resolution systems, including the ability to recognize when an automated response is inadequate and escalating appropriately.
• Ability to work effectively both independently and as part of a team, accommodating fluctuations in call/contact volume.
• Basic computer proficiency, including navigating knowledge base systems (e.g., KnowledgeOwl) and multiple concurrent software applications.
• Demonstrated reliability, professionalism, and attention to detail in a customer-facing role.
• US Citizen