Lead Contact Center Data Architect

Thank you for considering IT Concepts dba Kentro where innovation drives opportunity and collaboration leads to success. Our dynamic community of experts is fully committed to advancing our customers missions fostering professional growth and making a positive impact on our communities.

By joining our supportive community you will find that Kentro is dedicated to your personal and professional development. Together we can drive meaningful change spark innovation and achieve extraordinary milestones.

Kentro is hiring for a Lead Contact Center Data Architectto spearhead the design implementation and optimization of our customer experience data ecosystem. This role is responsible for architecting the data strategy that powers ourCCaaS (Contact Center as a Service)environment. You will bridge the gap betweenAmazon Connectapplication dataWorkforce Optimization (WFO)platforms and our AWS cloud infrastructure leading a team of data professionals to deliver actionable insights usingAthena Data Lake and Databricks.

Location: Hybrid in Woodlawn MD.

Salary Range: $00/annually. Factors influencing pay within this range include geography market demand skills education experience and other qualifications of the successful candidate.

• Strategic CCaaS & WFO Integration: Lead the design of end-to-end data solutions that unify Amazon Connect event streams with Workforce Optimization (WFO) data (e.g. Verint Genesys or NICE) to provide a 360-degree view of center performance.
• Lakehouse Leadership: Oversee the implementation and maintenance of our Data Lake architecture using AWS Athena and Databricks ensuring high-performance querying for both real-time operational tracking and long-term historical analysis.
• Journey & Operational Intelligence: Define and implement data models that unify IVR navigation paths agent performance event streams (CTR/ARS) and standard contact center KPIs (e.g. AHT FCR Occupancy and Schedule Adherence).
• Pipeline Orchestration: Manage complex ETL/ELT processes using MS SQL Python CloudWatch and AWS Glue to ensure seamless data flow between CCaaS applications IVR logs WFO databases and the data lake.
• Team Leadership: Act as a player-coach providing technical mentorship to a team of data engineers and analysts while managing project roadmaps and architectural standards.
• Data Governance & Quality: Establish and enforce rigorous data governance and security standards ensuring sensitive customer interaction data and PII are handled with the highest level of compliance.
• System Optimization: Continuously monitor and tune Athena query performance and Databricks clusters to balance cost-efficiency with the speed required for contact center decision-making.

• Education:Bachelors degree in Computer Science Data Engineering or a related technical field.
• AWS certification (e.g. AWS Certified Data Analytics AWS Certified Solutions Architect) is a plus.
• Experience:7 years in data architecture or engineering with at least 2 years in a leadership or management capacity.
• Domain Expertise:Extensive experience in a contact center environment is demonstrate a deep understanding of CCaaSoperations and core contact center metrics.
• Technical Mastery:* Expert-level proficiency in theAWS Data Stack(Athena S3 Glue Lambda).
  • Hands-on experience withDatabricksfor big data processing and advanced analytics.
  • Strong command ofMS SQL Serverand the broader Microsoft SQL stack.
• Platform Knowledge:Advanced familiarity withAmazon Connectapplication data (Contact Trace Records Agent Event Streams) is a core requirement.
• Preferred Experience:
  • Experience integrating and modelingIVR datato analyze customer containment and drop-off rates.
  • Experience withWorkforce Optimization (WFO)platforms such asVerint Genesys or NICE.
• Leadership: Proven ability to translate business requirements into technical roadmaps and lead a team of data professionals through the full development lifecycle.

Clearance Requirement:

• US Citizen or Green card holder
• Willing and able to obtain and maintain Public Trust Clearance
• Must meet updated ID requirements: you do not currently meet the ID requirements outlined you must be willing and able to update your current forms of ID in a timely manner to complete the suitability process successfully.

The Company

We believe in generating success collaboratively enabling long-term mission success and building trust for the next challenge. With you as our partner lets solve challenges think innovatively and maximize impact. As a valued member of our team you have the unique opportunity to work in a diverse range of technology and business career paths all while supporting our nation and delivering innovative technology solutions. We are a close community of experts that pride ourselves on creating an environment defined by teamwork dedication and excellence.

We hold three ISO certifications (27001:-1::2015) two CMMI ML 3 ratings (DEV and SVC) and CMMC Level 2 Certification.

Industry Recognition

Growth Inc 5000s Fastest Growing Private Companies DC Metro List Fastest Growing; Washington Business Journal: Fastest Growing Companies Top Performing Small Technology Companies in Greater D.C.

Culture Northern Virginia Technology Council Tech 100 Honoree; Virginia Best Place to Work; Washington Business Journal: Best Places to Work Corporate Diversity Index Winner Mid-Size Companies Companies Owned by People of Color; Department of Labors HireVets for our work helping veterans transition; SECAF Award of Excellence finalist; Victory Military Friendly Brand; Virginia Values Veterans (V3); Cystic Fibrosis Foundation Corporate Breath Award

Benefits

We offer competitive benefits package including paid time off healthcare benefits supplemental benefits 401k including an employer match discount perks rewards and more. We invest in our employees Every employee is eligible for education reimbursement for certifications degrees or professional development. Reimbursement amounts may fluctuate due to IRS limitations. We want you to grow as an expert and a leader and offer flexibility for you to take a course complete a certification or other professional growth and networking. We are committed to supporting your curiosity and sustaining a culture that prioritizes commitment to continuous professional development.

We work hard; we play hard. Kentro is committed to incorporating fun into every day. We dedicate funds for activities virtual and in-person e.g. we host happy hours holiday events fitness & wellness events and annual alignment with our commitment to our communities we also host and attend charity galas/events. We believe in appreciating your commitment and building a positive workspace for you to be creative innovative and happy.

Commitment Equal Opportunity Employment & VEVRAA

Kentro is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to disability status as a protected veteran or any other status protected by applicable federal state or local law.

Kentro is strongly committed to compliance with VEVRAA and other applicable federal state and local laws governing equal employment opportunity. We have developed comprehensive policies and procedures to ensure our hiring practices align with these requirements.

As part of our VEVRAA compliance efforts Kentro has established an equal opportunity plan outlining our commitment to recruiting hiring and advancing protected veterans. This plan is regularly reviewed and updated to ensure its effectiveness.

We encourage protected veterans to self-identify during the application process. This information is strictly confidential and will only be used for reporting and compliance purposes as required by law. Providing this information is voluntary and will not impact your employment eligibility.

Our commitment to equal employment opportunity extends beyond legal compliance. We are dedicated to fostering an inclusive workplace where all employees including protected veterans are treated with dignity respect and fairness.

How to Apply

To apply to Kentro Positions- Please click on the job link and then click the blue Apply button at the top right of Job Description. Please upload your resume and complete all the application steps. You must fully submit the application for Kentro to consider you for a position. If you need alternative application methods please email and request assistance.

Accommodations

To perform this job successfully an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. If you need to discuss reasonable accommodations please email .

#LI-SB1