SQL Developer

Overview

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 seeking an experienced and highly analytical SQL Developer to support a critical initiative for a large federal government agency. In this role, you will be instrumental in developing robust SQL Server queries and data pipelines designed to gather, process, and analyze Management Information (MI) and Business Intelligence (BI). Your primary focus will be on extracting actionable insights from complex contact center operations and field office support data.

The ideal candidate has a deep understanding of operational metrics, CCaaS environments, and the Microsoft SQL Server ecosystem, with the ability to build end-to-end data solutions from extraction to visualization.

Location:
Hybrid in Woodlawn, MD.

Salary Range: $,000/annually. Factors influencing pay within this range include geography, market demand, skills, education, experience, and other qualifications of the successful candidate.

• Query Development & Optimization:
  Design, write, and optimize complex T-SQL queries, stored procedures, and scripts within SQL Server to extract large volumes of data related to contact center performance and field office operations.
• Management Information (MI) & BI Reporting:
  Transform raw operational data into structured, accurate datasets. Develop and maintain impactful visual dashboards in Tableau, as well as paginated operational reports using SQL Server Reporting Services (SSRS).
• Contact Center Data Analysis:
  Extract and integrate key operational metrics, including agent performance, call routing efficiency, handle times, and workforce management (WFM) scheduling data.
• Field Office Support Metrics:
  Develop queries that track field office workflows, support ticketing trends, and regional operational efficiency to provide a holistic view of agency performance.
• Collaboration & Agile Delivery:
  Work closely with technical directors, stakeholders, and business analysts to translate federal agency requirements into technical data solutions. Manage and document development tasks using Jira.

• Experience:
  
  3–5+ years of dedicated experience in SQL Server development (T‑SQL) with a strong focus on data manipulation and ETL processes.
• Database & Reporting Stack:
  Proven hands‑on experience with the Microsoft BI Stack, specifically SSIS for data integration and SSRS for report generation.
• Domain Expertise:
  Experience working with contact center data sets (e.g., ACD, IVR, WFM, and quality management metrics) and operational performance data.
• Analytical
  
  Skills:
  
  Strong ability to understand complex business logic and translate federal operational requirements into precise data outputs.

• Workforce Management Platforms:
  Experience with custom report development and database structures for the Verint Workforce Management platform is highly desired.
• Federal
  
  Experience:
  
  Prior experience supporting federal or public sector clients.
• CCaaS:
  Familiarity with modern enterprise CCaaS platforms (such as Amazon Connect) and their data outputs.

• US Citizen or Green card holder
• Willing and able to obtain and maintain Public Trust Clearance
• Must meet updated : https://(Use the "Apply for this Job" box below).-documents
• If you do not currently meet the  outlined, you must be willing and able to update your current forms of  a timely manner to complete the suitability process successfully.

We believe in generating success collaboratively, enabling long-term mission success, and building trust for the next challenge. With you as our partner, let’s solve…