Lead Contact Center Data Architect

• Strategic CCaaS & WFO Integration: Lead the design of end-to-end data solutions that unify Amazon Connect event streams with Workforce Optimization (WFO) data (e.g., Verint, Genesys, or NICE) to provide a 360-degree view of center performance.
• Lakehouse Leadership: Oversee the implementation and maintenance of our Data Lake architecture using AWS Athena and Databricks, ensuring high-performance querying for both real-time operational tracking and long-term historical analysis.
• Journey & Operational Intelligence: Define and implement data models that unify IVR navigation paths, agent performance event streams (CTR/ARS), and standard contact center KPIs (e.g., AHT, FCR, Occupancy, and Schedule Adherence).
• Pipeline Orchestration: Manage complex ETL/ELT processes using MS SQL, Python, CloudWatch and AWS Glue to ensure seamless data flow between CCaaS applications, IVR logs, WFO databases, and the data lake.
• Team Leadership: Act as a player-coach, providing technical mentorship to a team of data engineers and analysts while managing project roadmaps and architectural standards.
• Data Governance & Quality: Establish and enforce rigorous data governance and security standards, ensuring sensitive customer interaction data and PII are handled with the highest level of compliance.
• System Optimization: Continuously monitor and tune Athena query performance and Databricks clusters to balance cost-efficiency with the speed required for contact center decision-making., * Willing and able to obtain and maintain Public Trust Clearance
• Must meet updated ID requirements: https://www.gsa.gov/technology/it-contract-vehicles-and-purchasing-programs/federal-credentialing-services/get-appointment-help/bring-required-documents

• If you do not currently meet the ID requirements outlined, you must be willing and able to update your current forms of ID in a timely manner to complete the suitability process successfully.

• Education: Bachelor's degree in Computer Science, Data Engineering, or a related technical field.
• AWS certification (e.g., AWS Certified Data Analytics, AWS Certified Solutions Architect) is a plus.
• Experience: 7+ years in data architecture or engineering, with at least 2 years in a leadership or management capacity.
• Domain Expertise: Extensive experience in a contact center environment is mandatory. Must demonstrate a deep understanding of CCaaS operations and core contact center metrics.
• Technical Mastery: * Expert-level proficiency in the AWS Data Stack (Athena, S3, Glue, Lambda).

• Hands-on experience with Databricks for big data processing and advanced analytics.
• Strong command of MS SQL Server and the broader Microsoft SQL stack.

• Platform Knowledge: Advanced familiarity with Amazon Connect application data (Contact Trace Records, Agent Event Streams) is a core requirement.
• Preferred Experience:

• Experience integrating and modeling IVR data to analyze customer containment and drop-off rates.
• Experience with Workforce Optimization (WFO) platforms such as Verint, Genesys, or NICE.

• Leadership: Proven ability to translate business requirements into technical roadmaps and lead a team of data professionals through the full development lifecycle.

We offer competitive benefits package including paid time off, healthcare benefits, supplemental benefits, 401k including an employer match, discount perks, rewards, and more. We invest in our employees - Every employee is eligible for education reimbursement for certifications, degrees, or professional development. Reimbursement amounts may fluctuate due to IRS limitations. We want you to grow as an expert and a leader and offer flexibility for you to take a course, complete a certification, or other professional growth and networking. We are committed to supporting your curiosity and sustaining a culture that prioritizes commitment to continuous professional development.

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 for a Lead Contact Center Data Architect to spearhead the design, implementation, and optimization of our customer experience data ecosystem. This role is responsible for architecting the data strategy that powers our CCaaS (Contact Center as a Service) environment. You will bridge the gap between Amazon Connect application data, Workforce Optimization (WFO) platforms, and our AWS cloud infrastructure, leading a team of data professionals to deliver actionable insights using Athena, Data Lake, and Databricks., 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. We hold three ISO certifications (27001:2013, 20000-1:2011, 9001:2015), two CMMI ML 3 ratings (DEV and SVC) and CMMC Level 2 Certification. Industry Recognition Growth | Inc 5000's Fastest Growing Private Companies, DC Metro List Fastest Growing; Washington Business Journal: Fastest Growing Companies, Top Performing Small Technology Companies in Greater D.C. Culture | Northern Virginia Technology Council Tech 100 Honoree; Virginia Best Place to Work; Washington Business Journal: Best Places to Work, Corporate Diversity Index Winner - Mid-Size Companies, Companies Owned by People of Color; Department of Labor's HireVets for our work helping veterans transition; SECAF Award of Excellence finalist; Victory Military Friendly Brand; Virginia Values Veterans (V3); Cystic Fibrosis Foundation Corporate Breath Award, We work hard; we play hard. Kentro is committed to incorporating fun into every day. We dedicate funds for activities - virtual and in-person - e.g., we host happy hours, holiday events, fitness & wellness events, and annual celebrations. In alignment with our commitment to our communities, we also host and attend charity galas/events. We believe in appreciating your commitment and building a positive workspace for you to be creative, innovative, and happy. Commitment Equal Opportunity Employment & VEVRAA Kentro is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state or local law. Kentro is strongly committed to compliance with VEVRAA and other applicable federal, state, and local laws governing equal employment opportunity. We have developed comprehensive policies and procedures to ensure our hiring practices align with these requirements. As part of our VEVRAA compliance efforts, Kentro has established an equal opportunity plan outlining our commitment to recruiting, hiring, and advancing protected veterans. This plan is regularly reviewed and updated to ensure its effectiveness.