Senior IVR Analyst Security Clearance

Overview

Thank you for considering IT Concepts dba Kentro. We are seeking a highly analytical and strategic Senior IVR Analyst to join our team supporting a massive-scale federal contact center environment handling over 100 million annual interactions. In this senior-level role, you will serve as a Subject Matter Expert (SME) dedicated to optimizing the automated customer journey. The ultimate goal of this position is to aggressively drive and maximize containment rates, improve self-service success, and optimize operational costs while maintaining customer satisfaction.

Location:

Hybrid in Woodlawn, MD. Salary range: $145,000–$155,000 annually. Factors influencing pay within this range include geography, market demand, skills, education, experience, and other qualifications of the successful candidate.

• Containment Optimization:
  Lead the ongoing analysis of call detail records (CDRs) and historical contact center data to identify friction points. Design and implement IVR enhancements aimed at maximizing call containment and self-service success.
• Advanced Analytics:
  Extract, synthesize, and interpret large datasets to uncover complex customer behavior patterns within a high-volume federal environment (100M+ calls/year).
• Performance Tracking:
  Define and monitor KPIs such as automation duration, abandonment rates, and routing accuracy. Translate metrics into actionable, data-backed recommendations for executive leadership.
• AI & Automation:
  Analyze chatbot and Agentic AI data to identify success/failure metrics and opportunities to expand automation and offload agent volume.
• CCaaS Architecture:
  Serve as the technical SME for modern CCaaS platforms. Design, review, and revise complex IVR scripts, prompts, and routing logic for clarity, accuracy, and cost-efficiency.
• Requirements Translation:
  Lead the SDLC process for IVR enhancements. Collaborate with business stakeholders to document complex requirements and translate them into detailed system specifications, call flow designs, and AI utterances.
• Environment Management:
  Oversee configuration promotions across multiple AWS environments (Development vs. Production) to ensure seamless integration and deployment.
• Root Cause Resolution:
  Lead the identification, troubleshooting, and resolution of complex technical and integration issues spanning the IVR, chatbots, and interconnected enterprise applications.
• Quality Assurance, Collaboration, & Mentorship:
  Develop comprehensive test strategies, scenarios, and test cases to ensure full coverage of system components and interfaces. Execute functional testing for all updates and provide guidance to junior analysts.
• Stakeholder Alignment:
  Bridge IT Operations, Engineering, and Business stakeholders to ensure alignment on project goals, capabilities, and progress.
• Documentation & Training:
  Create and maintain robust technical documentation (call flow diagrams, system models, user guides, performance scorecards) and lead training initiatives for contact center agents and end-users on new functionalities.

• Experience:
  
  7+ years in IVR integration, data analysis, and system architecture within large-scale enterprise or federal organizations.
• Education:
  
  Bachelor’s degree in Engineering, Business Technology, IT, or a related analytical field.
• Technical Stack:
  Deep understanding of modern IVR platforms with hands-on experience in the AWS ecosystem (Amazon Connect, Amazon Q, Amazon Contact Lens, Amazon Bedrock, Athena).
• Data Mastery:
  Advanced proficiency in data visualization and analytics tools (Tableau, Quick Sight); strong SQL querying is required;
  Python skills are highly preferred.
• Methodology:
  Familiarity with SDLC, Agile methodologies, and project management tools (e.g., Jira) for large-scale IVR deployments and strict deadlines.
• Strategic Problem Solving:
  Proven ability to identify root causes of inefficiencies and engineer solutions that increase containment rates.
• Communication:
  Strong written and verbal communication skills for presenting technical concepts and business cases to engineers and executive leadership.
• Security & Clearance: US Citizen or Green Card holder and willingness to obtain and maintain Public Trust Clearance. Must meet updated  as per link provided in the original description.

We offer a competitive benefits package including paid time off, healthcare benefits, a 401(k) with employer match, and additional perks. Kentro is committed to equal opportunity employment and compliance with VEVRAA and other applicable laws. We support diversity, veterans, and inclusion in the workplace.

To apply to Kentro positions, please click on the job link, then click the Apply button at the top right of the Job Description. Upload your resume and complete all application steps.