Technical Business 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. Kentro is hiring a Technical Business Analyst to support the Social Security Administration. The Technical Business Analyst (TBA) will play a key role in enhancing our customers' experience across their contact center operations. This position is responsible for analyzing business processes, gathering and documenting requirements, and collaborating with IT and business stakeholders to implement technology solutions that improve customer interactions and operational efficiency.

Location:

Hybrid - Woodlawn, MD Compensation Range:
The pay range for this position is $95-110k annually. Kentro determines compensation by evaluating current government contracting and commercial market conditions, as well as the role's specific requirements. Final salary placement within this range will be based on the candidate's relevant skills, experience, education, certifications, location, and security clearance level, where applicable. This

Job Description reflects the primary duties of the role; however, it is not intended to be all-inclusive. Team members may be asked to take on additional responsibilities in alignment with customer expectations, business needs, and Kentro's culture of collaboration and adaptability. Responsibilities
* Collaborate with business units, contact center teams, and IT to identify opportunities for improving customer experience through technology and process enhancements.
* Gather, analyze, and document business and technical requirements related to contact center platforms (e.g., telephony, CRM, chat, email, IVR, workforce management).

* Map current and future state business processes, identifying gaps and recommending solutions to optimize customer journeys.

* Serve as a liaison between business stakeholders and technical teams, ensuring clear communication and understanding of requirements.
* Support the design, testing, and implementation of new contact center technologies and enhancements.
* Analyze customer feedback, call data, and performance metrics to identify trends and areas for improvement.
* Develop and maintain documentation, including business requirements, process flows, user stories, and test cases.
* Assist in change management activities, including training and user support for new systems or processes.
* Stay current with industry trends and best practices in customer experience and contact center technologies. Qualifications

Qualifications:

* Bachelor's degree in Business, Information Technology, or a related field (or equivalent experience).
* 3+ years of experience as a business analyst, preferably in a contact center or customer experience environment.
* Strong understanding of contact center operations, technologies, and customer experience principles.
* Experience with contact center platforms (e.g., Amazon Connect, Genesys, Cisco, Avaya, NICE, Salesforce Service Cloud).
* Excellent analytical, problem-solving, and communication skills.
* Ability to translate business needs into technical requirements and solutions.
* Experience with process mapping, requirements gathering, and user acceptance testing.
* Proficiency in Microsoft Office Suite and business analysis tools (e.g., Visio, Jira, Confluence, Draw.io).
* Experience with cloud-based contact center solutions.
* Knowledge of customer journey mapping and CX measurement frameworks (e.g., NPS, CSAT).
* Familiarity with Agile or Scrum methodologies. Preferred:
* SQL proficiency
* BI tools (Tableau, Quick Sight preferred)
* Amazon Connect Experience
* AI workload automation experience Clearance Requirement:
* US Citizen or Lawful Permanent Resident (Green Card)
* Willing and able to obtain and…