Lead IVR Analyst / Technical SME

Kentro • Woodlawn, MD

296d • $120,000 - $140,000

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. Our transition to Kentro in 2025 reflects a rich legacy built upon the foundation of IT Concepts. Rather than leaving ITC behind, we confidently embrace a future centered around the Core of More. 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 an experienced Lead IVR Analyst / Technical SME to support a large federal government contract.

Requirements

• Bachelor's degree in engineering, business technology, or a related field.
• 5 - 7 years experience in IVR integration for large organizations (or equivalent experience).
• Understanding of IVR platforms and technologies with specific experience with Amazon Connect, Amazon Q, Amazon Contact Lens, Amazon Bedrock, Athena.
• Strong understanding of IVR technologies: (e.g., voice recognition, text-to-speech, call routing, speech analytics).
• Experience with IVR development tools and platforms with proficiency in scripting languages: (e.g., VXML).
• Understanding of enterprise integration with IVR system, IVR based self-service, automation development, design and finetuning, legacy IVR migration strategy.
• Excellent analytical and problem-solving skills using platform features, reports, data insights.
• Understanding of self-service bots, implementing NLP / AI based features.
• Ability to work independently and as part of a team with customer-centric approach and guide a development team to deliver the solution.
• Proficiency in data analysis tools (Tableau, QuickSight) to extract insights from call records and other metrics. SQL experience is also required. Python is a bonus.
• Direct experience administering and optimizing modern CCaaS (Contact Center as a Service) platforms.
• Strong analytical and problem-solving skills to understand complex business processes and recommend effective solutions.
• Ability to clearly communicate complex technical concepts to both technical and non-technical stakeholders.
• Familiarity with various software and systems, as well as an understanding of programming languages, databases, and system architecture.
• Identifying root causes of IVR issues and proposing effective solutions.
• Ability to manage large scale IVR projects and meet deadlines.

Nice To Haves

• AWS experience preferred, with proficiency in a wide range of AWS services.
• AWS Professional level certifications preferred.
• Contact center operations experience a bonus.
• Experience incorporating generative AI into voice or chat bots to answer questions or drive self-service experiences, including model selection and integration, and data preparation.

Responsibilities

• Tracking key metrics like network contacts received, automation duration, abandonment rate via IVR, and self-service success rate within the IVR system to identify trends and potential issues.
• Interpreting call detail records (CDRs) and other data to understand customer behavior within the IVR system and identify areas for improvement.
• Reviewing and revising IVR scripts, prompts, and menus to ensure clarity, accuracy, and customer satisfaction as well as reduce/optimize costs.
• Collaborating with stakeholders to design new IVR features and functionalities based on business requirements and customer feedback.
• Performing functional testing on IVR system updates and changes to ensure proper functionality and user experience.
• Identifying and resolving technical issues within the IVR system, including integration problems with other applications.
• Providing training to contact center agents on new IVR functionalities and updates.
• Presenting findings and recommendations to key decision-makers regarding IVR performance and improvement initiatives.
• Collaborate with business stakeholders to understand their goals, processes, and requirements.
• Document and analyze these requirements to form a solid understanding of the business needs.
• Develop detailed system specifications and design solutions that align with business objectives.
• Work closely with developers and IT to ensure the proposed solutions meet business requirements.
• Identify opportunities for process improvement within existing systems and processes.
• Propose and implement changes to enhance efficiency, productivity, and overall business performance.
• Analyze historical contact center data to extract insights and support decision-making processes.
• Ensure data accuracy, integrity, and reliability.
• Using SDLC processes and associated tools, analyzes current system targeted for replacement/enhancement to determine business and technical functions to be included in design.
• Develop and execute test plans to ensure that systems and applications meet specified requirements.
• Identify and address any issues or defects during the testing phase.
• Prepare and maintain technical documentation including flow charts, utterances, system documentation, models, and procedures, user guides, training materials, scorecards and reporting to assist with the ongoing operation and maintenance of technology solutions.
• Keep documentation up-to-date as systems evolve and proactively take the initiative to seek out areas of improvement.
• Develops test scenarios & test cases, performs test executions for various system components.
• Prepares complex test strategies to ensure comprehensive coverage of system components and interfaces; provides SME level expertise and recommends test strategies and scenarios for junior level analysts.
• Facilitate communication between business stakeholders and IT Operations, and Engineering teams.
• Ensure that all parties have a clear understanding of project requirements and progress.
• Provide training and support to end-users on new systems and processes.
• Familiarity with Agile Processes, Ceremonies, and Structure.
• Ability to write moderate to complex queries to perform adequate analysis on data for requirements gathering.
• Familiarity with using JIRA or equivalent project management software to document and track user stories.

Benefits

• Competitive benefits package including paid time off, healthcare benefits, supplemental benefits, 401k including an employer match, discount perks, rewards, and more.
• Education reimbursement for certifications, degrees, or professional development.
• Flexibility for professional growth and networking.
• Funds for activities - virtual and in-person, e.g., happy hours, holiday events, fitness & wellness events, and annual celebrations.
• Commitment to supporting communities through charity events.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Heavy and Civil Engineering Construction
• Education Level: Bachelor's degree