Contact Center Specialist (US Citizens)

Contact Center SpecialistBusiness 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:Roles and ResponsibilitiesThe 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.Experience/QualificationsHigh 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 escalate 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.