Contact Center Data Architect

Kentro • Woodlawn, MD

4d • Hybrid

About The Position

IT Concepts dba Kentro is hiring a Contact Center Data Architect to design, implement, and optimize the customer experience data ecosystem powering its CCaaS environment. The role bridges Amazon Connect application data, Workforce Optimization (WFO) platforms, and AWS cloud infrastructure, working with data professionals to deliver actionable insights using Athena, a data lake, and Snowflake or Databricks. The position is hybrid in Woodlawn, Maryland, with an anticipated annual base salary range of $140,000–$150,000.

The architect owns end-to-end data strategy and solutions for contact center performance, including integration of Amazon Connect event streams with WFO data, lakehouse architecture, data models, and ETL/ELT pipelines. The role also establishes data governance and security standards for sensitive customer interaction data and PII, and tunes query and cluster performance to balance cost and speed.

Candidates must be U.S. citizens or lawful permanent residents and must be willing and able to obtain and maintain Public Trust clearance. They must also meet updated identification requirements or be willing and able to update their identification documents promptly to complete the suitability process.

Requirements

• Bachelor’s degree in Computer Science, Data Engineering, or a related technical field.
• At least 7 years of experience in data architecture or engineering.
• Extensive experience in a contact center environment and deep understanding of CCaaS operations and core contact center metrics.
• Expert-level proficiency in the AWS Data Stack, including Athena, S3, Glue, and Lambda.
• Hands-on experience with Databricks or Snowflake for data processing and advanced analytics.
• Strong command of MS SQL Server and the broader Microsoft SQL stack.
• Advanced familiarity with Amazon Connect application data, including Contact Trace Records and Agent Event Streams.
• Proven ability to translate business requirements into technical roadmaps.
• Must be a U.S. citizen or lawful permanent resident (Green Card holder).
• Must be willing and able to obtain and maintain Public Trust Clearance.
• Must meet updated ID requirements or be willing and able to update identification documents in a timely manner to complete the suitability process.

Nice To Haves

• AWS certification, such as AWS Certified Data Analytics or AWS Certified Solutions Architect.
• Experience integrating and modeling IVR data to analyze customer containment and drop-off rates.
• Experience with Workforce Optimization platforms such as Verint, Genesys, or NICE.

Responsibilities

• Design end-to-end data solutions that unify Amazon Connect event streams with Workforce Optimization data, such as Verint, Genesys, or NICE, to provide a comprehensive view of contact center performance.
• Oversee implementation and maintenance of the data lake architecture using AWS Athena and cloud-based data architecture for real-time operational tracking and historical analysis.
• Define and implement data models that unify IVR navigation paths, agent performance event streams (CTR/ARS), and contact center KPIs such as AHT, FCR, Occupancy, and Schedule Adherence.
• Manage ETL/ELT processes using MS SQL, Python, CloudWatch, and AWS Glue to move data between CCaaS applications, IVR logs, WFO databases, and the data lake.
• Establish and enforce data governance and security standards for sensitive customer interaction data and PII.
• Monitor and tune Athena query performance and Snowflake clusters to balance cost efficiency with the speed required for contact center decision-making.

Benefits

• Paid time off.
• Healthcare benefits.
• Supplemental benefits.
• 401(k) with an employer match.
• Discount perks and rewards.
• Education reimbursement for certifications, degrees, or professional development, subject to IRS limitations.
• Flexible opportunities to take courses, complete certifications, or pursue professional growth and networking.
• Activities and events, including virtual and in-person happy hours, holiday events, fitness and wellness events, annual celebrations, and charity events.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior