ETL Developer

Kentro • Woodlawn, MD

2d • Hybrid

About The Position

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. At Kentro, we are seeking an ETL Developer to support the Operations Division of a major federal government agency. In this role, you will be the architectural force behind the Management Information (MI) and Business Intelligence (BI) systems that drive large-scale contact center and field office operations. You will build, optimize, and maintain the complex data pipelines that transform raw operational metrics into actionable, executive-level insights.

Requirements

• 7+ years of dedicated ETL/Data Engineering experience, designing pipelines with enterprise tools (e.g., AWS Glue, Talend, Informatica) or custom code (Python/SQL).
• Deep, demonstrable understanding of contact center operations, CCaaS architectures, and WFM data structures. You must understand how telephony data, agent performance metrics (AHT, SLA, Shrinkage), and scheduling data interact.
• Advanced proficiency in SQL and Python.
• Extensive experience with cloud data warehousing solutions (e.g., AWS Redshift, Snowflake, or similar).
• Proven track record of delivering BI and data engineering solutions within large federal agencies, navigating the associated security and compliance requirements.
• Exceptional ability to troubleshoot complex data anomalies, trace data lineage across disparate systems, and resolve data quality issues in high-volume environments.
• US Citizen or Green card holder
• 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.

Nice To Haves

• Specific experience integrating and extracting data from the Verint platform suite and Amazon Connect.
• Experience supporting public-facing government service divisions.

Responsibilities

• Design, develop, and maintain robust ETL/ELT pipelines to extract large volumes of data from modern Contact Center as a Service (CCaaS) environments (e.g., Amazon Connect) and enterprise Workforce Optimization/Workforce Management (WFO/WFM) platforms (e.g., Verint).
• Transform raw, complex operational datasets—including IVR routing statistics, interaction analytics, agent state data, and schedule adherence—into highly optimized dimensional models suitable for enterprise BI dashboards.
• Integrate distributed field office support data with centralized contact center metrics to create a holistic, unified view of the agency’s customer service and operational health.
• Develop custom extraction routines utilizing RESTful APIs to pull nuanced data from third-party contact center modules, ticketing systems, and legacy federal databases.
• Manage development sprints, track pipeline issues, and document complex data mappings using agile project management tools like Jira.
• Continuously monitor and tune complex SQL queries, data loads, and transformation scripts to ensure mission-critical reports are populated within strict daily SLAs.
• Ensure all data pipelines and storage solutions strictly adhere to federal data governance, privacy, and security standards (e.g., FedRAMP, FISMA).

Benefits

• paid time off
• healthcare benefits
• supplemental benefits
• 401k including an employer match
• discount perks
• rewards
• education reimbursement for certifications, degrees, or professional development
• flexibility for you to take a course, complete a certification, or other professional growth and networking
• funds for activities – virtual and in-person – e.g., we host happy hours, holiday events, fitness & wellness events, and annual celebrations.
• charity galas/events.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed