Title: ​​Contact Center Application Technician​ 00030

State Role Title: Prog Admin Specialist I

Hiring Range: $49,840 - $57,613

Pay Band: 4

Agency: Department of Motor Vehicles

Location: RI CUSTOMER CONTACT CENTER

Agency Website: dmv.virginia.gov

Recruitment Type:

Job Duties

Position Overview

The Virginia Department of Motor Vehicles is seeking a motivated and tech-savvy Contact Center Application Technician to help support and expand innovative digital services—most notably Virginia’s Mobile ID initiative—while also delivering high-quality customer service through the DMV Contact Center.

This role is ideal for someone who enjoys solving problems, working at the intersection of technology and customer experience, and making complex systems easier for people to use. You will play a hands-on role in shaping how customers interact with DMV services, ensuring they receive accurate information, timely support, and a positive experience—often in a single interaction.

What You’ll Do

In this role, you’ll split your time between supporting DMV digital applications and assisting customers directly, giving you a unique opportunity to influence both the systems behind the scenes and the customer experience on the front line.

You will:

• Support the development and ongoing success of Virginia’s Mobile ID program, contributing to application design, testing, documentation, and customer support.
• Collaborate with internal teams and external partners to improve digital tools, workflows, and customer-facing solutions.
• Serve as a knowledgeable resource within the DMV Contact Center, assisting customers with DMV products, services, and website navigation by phone, email, and web-based channels.
• Independently review customer cases, research issues, and make appropriate updates or corrections to DMV records in accordance with policy.
• Help ensure customers receive accurate guidance and achieve first contact resolution whenever possible.
• Participate in user acceptance testing, system enhancements, and process improvements to strengthen operational readiness.
• Create clear documentation, process guides, and training materials that support staff and program success.
• Deliver training, presentations, and outreach efforts that promote understanding and adoption of DMV Mobile ID and related services.
• Ensure all work aligns with the Motor Vehicle Code of Virginia, DMV regulations, privacy requirements, and FOIA standards.

Why This Role Matters

This position directly supports DMV’s strategic goals to modernize services, expand secure digital identity options, and improve how Virginians interact with government. Your work will help customers complete transactions more easily, increase confidence in digital services, and support the continued evolution of DMV programs.

Work Environment

This is a full-time hybrid telework position that offers flexibility while maintaining strong collaboration and service delivery. Telework is subject to managerial approval and operational needs.

Minimum Qualifications

• Experience in Omnichannel Customer Service managing phone systems, email platforms, and web-based chat interfaces for seamless customer support.
• Comprehensive DMV Knowledge of state DMV services, licensing, registration processes, and ID policies specific to the DMV Mobile ID.
• Ability to explain complex policies and technical procedures in accessible language to diverse audiences.
• Experience in using CRM platforms, ticketing tools, and tracking issue resolution.
• Experience in Technical Support & Data Analysis troubleshooting, log analysis (Splunk, ELK), and identifying patterns/issues using system feedback.
• Knowledge of DMV mobile app functionality, digital identity systems, and mobile wallet integrations
• Proficient in creating flowcharts, technical documentation, and participating in design reviews and requirements gathering
• Experience in iterative testing cycles, UAT, mobile app testing, and collaborating with QA teams in agile environments.
• Skilled in training staff, delivering presentations, and engaging audiences through effective communication strategies.
• Strong understanding of Mobile ID enrollment, security features, and benefits, with the ability to promote and present public awareness campaigns.
  

Additional Considerations

Special Instructions

You will receive a confirmation of receipt when your application and/or résumé are submitted successfully. Please refer to “Your Application” in your account to check the status of your application for this position.

Selected candidate(s) must complete the I-9 Employment Eligibility Verification Form. DMV participates in E-Verify.

All applicants for employment must consent to a background check. Selected candidates must consent to a fingerprint-based criminal history check, driver record check, and background investigation, if applicable.

As a condition of employment, the DMV will be notified of any convictions for moving violations, including license suspensions.

An online application is required. DMV does not accept applications, resumes, cover letters, etc., in any other format. When applying for jobs, please ensure your online application or resume includes duties and skills associated with your work experience and years of experience to properly assess your skills during the screening process. Candidates are evaluated based on information provided in the application materials. Missing information cannot be assumed.

Reasonable accommodations are available to persons with disabilities during the application and/or interview processes per the Americans with Disabilities Act. Contact 804-367-0528 for assistance.
Minorities, individuals with disabilities, Veterans, and people with National Service experience are encouraged to apply. EEO/AA/TT.

Contact Information

Name: DMV Employment

Phone: (804) 367-0528

Email: employment@dmv.virginia.gov

In support of the Commonwealth’s commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their AHP Letter (formerly COD) provided by the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Service-Connected Veterans are encouraged to answer Veteran status questions and submit their disability documentation, if applicable, to DARS/DBVI to get their AHP Letter. Requesting an AHP Letter can be found at AHP Letter or by calling DARS at 800-552-5019.

Note: Applicants who received a Certificate of Disability from DARS or DBVI dated between April 1, 2022- February 29, 2024, can still use that COD as applicable documentation for the Alternative Hiring Process.