Lead Contact Center Data Architect

Kentro

23h • 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. 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.

Requirements

• Bachelor’s degree in Computer Science, Data Engineering, or a related technical field.
• 7+ years in data architecture or engineering, with at least 2 years in a leadership or management capacity.
• Extensive experience in a contact center environment is mandatory. Must demonstrate a deep understanding of CCaaS operations and core contact center metrics.
• 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.
• Advanced familiarity with Amazon Connect application data (Contact Trace Records, Agent Event Streams) is a core requirement.
• Proven ability to translate business requirements into technical roadmaps and lead a team of data professionals through the full development lifecycle.
• 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

• AWS certification (e.g., AWS Certified Data Analytics, AWS Certified Solutions Architect) is a plus.
• 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.

Responsibilities

• 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.
• 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.
• 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).
• 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.
• Act as a player-coach, providing technical mentorship to a team of data engineers and analysts while managing project roadmaps and architectural standards.
• Establish and enforce rigorous data governance and security standards, ensuring sensitive customer interaction data and PII are handled with the highest level of compliance.
• Continuously monitor and tune Athena query performance and Databricks clusters to balance cost-efficiency with the speed required for contact center decision-making.

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