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.
multiple concurrent software applications.
BTI is a proud Service-Disabled Veteran-Owned Small Business (SDVOSB) with 25 years in business and trusted federal partner delivering mission-focused technology and consulting solutions. With a Top Secret (TS) Facility Clearance and industry-leading quality certifications including ISO 9001, ISO 27001, ISO 22301, ISO 20000-1, and CMMI Level 3 for Services and Development, we bring disciplined excellence, secure operations, and measurable results to every engagement.
Our Mission. At BTI, human capital is our most important asset. We are committed to cultivating a progressive and empowering environment where the best and brightest in our industry design innovative, modernized, and future-ready solutions. Our team is dedicated to strong customer engagement and delivering quality-assured results that meet and exceed mission requirements.
Core Competencies
-- Digital Transformation. We modernize legacy environments and streamline operations through innovative, user-centric, and agile approaches that accelerate efficiency, adaptability, and performance.
-- Cybersecurity. We provide end-to-end cyber defense, compliance, and risk management solutions aligned with federal standards, including NIST, FISMA, and Zero Trust, ensuring secure, resilient enterprise environments.
-- Cloud Solutions. From cloud strategy and migration to operations and optimization, BTI delivers high-availability, scalable, and cost-effective cloud architecture across AWS, Azure, and hybrid environments.
-- Data Modernization. We transform data into actionable insights through advanced analytics, data engineering, governance frameworks, and modern data platforms that drive smarter decision-making.
-- IT Modernization. BTI helps Government agencies modernize legacy systems with secure, scalable, and resilient digital solutions. We enhance mission performance through cloud adoption, automation, modern architectures and integrated cybersecurity.
