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Remote Contact Center Jobs in Washington (NOW HIRING)

ICF

Operations Lead (Enterprise Platforms)

Reston, VA · Remote

... large contact center organizations through modernization and organizational change. Job Location Remote work within the United States is authorized.Must support US Eastern time zone working hours

Leidos

Senior AWS Amazon Connect Engineer

Gaithersburg, MD · Remote

$107K - $195K/yr

Partner with AI engineers, cybersecurity personnel, and program leadership to support migration from legacy contact-center tooling to an AWS-native stack. Please Note: This is 100% telework/remote ...

Leidos

Senior AWS Amazon Connect Engineer

Washington, DC · Remote

$107K - $195K/yr

Partner with AI engineers, cybersecurity personnel, and program leadership to support migration from legacy contact-center tooling to an AWS-native stack. Please Note: This is 100% telework/remote ...

Maximus

Salesforce IT Architect

VA · On-site +1

$69.25 - $85.75/hr

... of contact center, ability to demonstrate Salesforce solutions. - Salesforce Administrator ... remote EEO Statement Maximus is an equal opportunity employer. We evaluate qualified applicants ...

System One

GENAI CCAS Application Developer

Washington, DC · Remote

$56.23 - $62/hr

Remote (Quarterly Travel to Gaithersburg, MD) Hours: 40.0 Security Clearance: Ability to obtain a ... Participate in threat modeling and support remediation of findings for contact center integrations.

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Remote Contact Center information

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How much do remote contact center jobs pay per hour?

As of Aug 22, 2026, the average hourly pay for remote contact center in Washington is $19.33, according to ZipRecruiter salary data. Most workers in this role earn between $16.88 and $21.78 per hour, depending on experience, location, and employer.

What is a remote contact center?

A Remote Contact Center is a customer service operation where agents work from locations outside of a traditional office setting, typically from their homes or other remote environments. These centers use cloud-based technology and digital communication tools to handle customer inquiries, complaints, and support requests through phone, email, chat, or social media. Remote Contact Centers offer flexibility for employees and can provide businesses with access to a broader talent pool, often resulting in cost savings and improved customer service coverage. They require strong communication skills, reliable internet access, and the ability to work independently.

What are the key skills and qualifications needed to thrive as a remote contact center representative?

To thrive as a Remote Contact Center Representative, you need excellent verbal and written communication skills, strong problem-solving abilities, and typically a high school diploma or equivalent. Familiarity with customer relationship management (CRM) software, ticketing systems, and telephony platforms is commonly required. Outstanding active listening, patience, and self-motivation are important soft skills for delivering exceptional customer service in a remote environment. These skills and qualities ensure efficient issue resolution, customer satisfaction, and high performance without in-person supervision.

What are some common challenges faced by remote contact center agents, and how can they be addressed?

Remote contact center agents often encounter challenges such as maintaining effective communication with team members, managing distractions at home, and staying motivated without in-person supervision. To address these, companies typically provide robust virtual communication tools, establish clear performance metrics, and offer regular check-ins with supervisors. Agents can also benefit from setting up a dedicated workspace and following a structured daily routine to maximize productivity and job satisfaction.

What are the most commonly searched types of Contact Center jobs in Washington?

The most popular types of Contact Center jobs in Washington are:

What are popular job titles related to Remote Contact Center jobs in Washington?

For Remote Contact Center jobs in Washington, the most frequently searched job titles are:

What job categories do people searching Remote Contact Center jobs in Washington look for?

The top searched job categories for Remote Contact Center jobs in Washington are:

What cities in Washington are hiring for Remote Contact Center jobs?

Cities in Washington with the most Remote Contact Center job openings:

Remote Contact Center jobs near you
Infographic showing various Remote Contact Center job openings in Washington as of August 2026, with employment types broken down into 76% Full Time, 14% Part Time, 2% Temporary, and 8% Contract. Highlights an 70% Physical, 2% Hybrid, and 28% Remote job distribution, with an average salary of $40,207 per year, or $19.3 per hour.

Operations Lead (Enterprise Platforms)

ICF

Reston, VA • Remote

Full-time

Posted 29 days ago

Job description

Please note:This role is contingent upon contract award. While it is not an immediate opening, we are actively interviewing and extending contingent offers in anticipation of award.

Our Digital Modernization Division is an information technology and management consulting organization that delivers integrated, strategic solutions to federal and commercial clients. ICF combines deep domainexpertisewith innovative technologies to design, build, modernize, andoperatemission-critical systems that improve operational efficiency and customer experience.

ICF is seeking an experiencedOperations Leadto oversee day-to-day operations for a large federal contact center while leading the operational transformation required to modernize andconsolidatemultiple customer support organizations into a unified enterprise customer engagement capability.

Working closely with the Program Manager and Government stakeholders, the Operations Lead will provide leadership for contact center operations, workforce management, quality assurance, training, and knowledge management while guiding the operational integration and continuous improvement of customer support services. The successful candidate willpossessstrong operational leadership skills, business acumen, and experience leading large contact center organizations through modernization and organizational change.

Job Location

Remote work within the United States is authorized.Must support US Eastern time zone working hours.

*If you accept this position, you should note that ICF doesmonitoremployee work locations blocks access from foreign locations/foreign IP addresses and prohibits personal VPN connections.

Key Responsibilities

  • Lead day-to-day operations for a large federal contact center supporting Tier 1 and Tier 2 customer support services while driving operational transformation and modernization initiatives.

  • Provide leadership and supervision for managers responsible for customer support operations, workforce management, quality assurance, training, and knowledge management.

  • Ensure operational performance meets contractual Service Level Agreements (SLAs), Key Performance Indicators (KPIs), quality standards, customer experienceobjectives, and other performance metrics.

  • Drive operational consistency, process standardization, and consolidation of customer support functions into a unified enterprise operating model.

  • Lead operational readiness activities supporting modernization initiatives, technology deployments, service transitions, and organizational change.

  • Monitor operational performance,identifyrisks, and implement corrective actions to improve operational efficiency and customer outcomes.

  • Build collaborative relationships with Government stakeholders, program leadership, operational teams, and service delivery partners to ensure successful program execution.

  • Prepare operational dashboards, reports, and leadership briefings that communicate operational performance, trends, and recommendations.

Basic Qualifications

  • Ability to obtain andmaintaina Public Trust determination.

  • Mustresidein the United States, and work must be performed within the United States.

  • Bachelor's degree from an accredited institution or equivalent combination of education and experience.

  • 8+ years of experience leading enterprise contact center or customer engagement operations, including responsibility for operational performance, workforce leadership, and service delivery.

  • 5+ years of experience leading managers or supervisors responsible for customer support operations

Preferred Qualifications

  • Experience supporting Tier 0 service capabilities, including call deflection, service demand analysis, process automation, and continuous service improvement.

  • Experience overseeing workforce management, quality assurance, training, and knowledge management functions.

  • Experience managing operational performance using Service Level Agreements (SLAs), Key Performance Indicators (KPIs), quality metrics, and customer satisfaction measures.

  • Experience leading operational transformation, service modernization, or organizational change initiatives.

  • Experience supporting federal government customer engagement or contact center programs.

  • Experience leading contact center consolidation, modernization, or operational transformation initiatives.

  • Experience supporting omnichannel customer engagement environments.

  • Experience with customer relationship management (CRM), IT service management (ITSM), or customer engagement platforms.

  • Lean Six Sigma, ITIL Foundation, Project Management Professional (PMP), or other relevant operational management certifications.

Professional Skills

  • Demonstrated leadership and supervisory experience leading multidisciplinary operational organizations.

  • Strong business acumen with the ability to balance customer expectations, operational priorities, contractual requirements, and organizationalobjectives.

  • Excellent communication, stakeholder engagement, and relationship management skills.

  • Strong analytical and problem-solving skills with the ability to make data-driven operational decisions.

  • Ability to lead teams through organizational change whilemaintainingoperational performance and customer satisfaction.

  • Proven ability to foster collaboration across operations, workforce management, quality assurance, training, knowledge management, and program leadership.


Bot and Third-Party Applications

Please note that this application must be submitted directly by the applicant for consideration.Failure to do so may result in the application being excluded for consideration.Applicants needing an accommodation for disability or religious purposes in connection with the application process should contactCandidateaccommodation@icf.comfor assistance.

Working at ICF

ICF is a global advisory and technology services provider, but we're not your typical consultants. We combine unmatched expertise with cutting-edge technology to help clients solve their most complex challenges, navigate change, and shape the future.

We can only solve the world's toughest challenges by building a workplace that allows everyone to thrive. We are an equal opportunity employer.Together, our employees are empowered to share theirexpertiseand collaborate with others to achieve personal and professional goals. For more information, please read ourEEOpolicy.

We will consider for employment qualified applicants with arrest and conviction records.

Reasonable Accommodations are available, including, but not limited to, for disabled veterans, individuals with disabilities, and individuals withsincerely heldreligious beliefs, in all phases of the application and employment process. To requestan accommodation,please emailCandidateaccommodation@icf.comand we will be happy toassist. All information you provide will be kept confidential and will be used only to the extentrequiredto provide needed reasonable accommodations.

Read more aboutworkplacediscriminationrightsor our benefit offerings which are included in theTransparency in (Benefits) CoverageAct.

Candidate AI Usage Policy

At ICF, we are committed to ensuring a fair interview process for all candidates based on their own skills and knowledge. As part of this commitment, the use of artificial intelligence (AI) tools to generate orassistwith responses during interviews (whether in-person or virtual) is notpermitted. This policy is in place tomaintainthe integrity and authenticity of the interview process.

However, we understand that some candidates may require accommodationthat involves the use of AI. Ifsuch anaccommodation is needed, candidates are instructed to contact us in advance atcandidateaccommodation@icf.com. Weare dedicated to providingthe necessary support to ensure that all candidates have an equal opportunity to succeed.


Pay Range - There are multiple factors that are considered in determining final pay for a position, including, but not limited to, relevant work experience, skills, certifications and competencies that align to the specified role, geographic location, education and certifications as well as contract provisions regarding labor categories that are specific to the position.

The pay range for this position based on full-time employment is:

$174,701.00 - $296,992.00Nationwide Remote Office (US99)

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