Senior IVR Analyst Security Clearance

Position: Senior IVR Analyst with Security Clearance
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. 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.

Your primary focus will be conducting deep-dive data analysis to dissect call flows, understand caller behavior, and architect strategic enhancements to our IVR and Agentic AI systems. The ultimate goal of this position is to aggressively drive and maximize our containment rates, improve self-service success, and optimize operational costs without sacrificing customer satisfaction.

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. Responsibilities Advanced Data Analysis & Containment Strategy:
* Containment Optimization:
Spearhead the continuous analysis of call detail records (CDRs) and historical contact center data to identify friction points. Design and implement strategic IVR enhancements explicitly aimed at maximizing call containment and self-service success rates.
* Advanced Analytics:
Extract, synthesize, and interpret massive datasets using advanced tools to uncover complex customer behavior patterns within a high-volume (100M+ calls/year) federal environment.
* Performance Tracking:
Define and monitor critical KPIs, including automation duration, abandonment rates, and routing accuracy. Transform raw metrics into actionable, data-backed recommendations for executive leadership.
* AI & Automation:
Analyze Chatbot and Agentic AI data to isolate success/failure metrics, identifying opportunities to expand automation capabilities and offload agent volume. System Design & Technical Leadership:
* CCaaS Architecture:
Serve as the technical SME for modern CCaaS (Contact Center as a Service) platforms. Design, review, and revise complex IVR scripts, prompts, and routing logic to ensure 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 the promotion of configurations across multiple AWS environments (Development vs. Production), ensuring 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:
* * Complex Testing:
Develop comprehensive test strategies, scenarios, and test cases to ensure full coverage of system components and interfaces. Execute functional testing for all system updates and provide strategic testing guidance to junior analysts.
* Stakeholder Alignment:
Bridge the gap between IT Operations, Engineering, and Business stakeholders. Ensure all parties are aligned on project goals, capabilities, and progress.
* Documentation & Training:
Create and maintain robust technical documentation, including call flow diagrams, system models, user guides, and performance scorecards. Lead training initiatives for contact center agents and end-users on new functionalities. Qualifications

* Experience:

7+ years of dedicated experience in IVR integration, data analysis, and system architecture within large-scale…