Technical Business Analyst

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

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.

• 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.

• 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.

• SQL proficiency
• BI tools (Tableau, Quick Sight preferred)
• Amazon Connect Experience
• AI workload automation experience

• or Lawful Permanent Resident ()
• Willing and able to obtain and maintain Public Trust Clearance
• Must meet updated :
  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.

• Paid time off
• Healthcare benefits
• Supplemental benefits
• 401k including an employer match
• Discount perks
• Rewards
• Education reimbursement for certifications, degrees, or professional development
• Continuous professional development support
• Fun activities: virtual and in-person happy hours, holiday events, fitness & wellness events, and annual celebrations
• Charity galas events

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 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.

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