Senior IVR Analyst
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. We are seeking a highly analytical and strategic Senior IVR Analyst to join our team supporting a massive-scale federal contact center environment handling over 100 million annual interactions. In this senior-level role, you will serve as a Subject Matter Expert (SME) dedicated to optimizing the automated customer journey. Your primary focus will be conducting deep-dive data analysis to dissect call flows, understand caller behavior, and architect strategic enhancements to our IVR and Agentic AI systems. The ultimate goal of this position is to aggressively drive and maximize our containment rates, improve self-service success, and optimize operational costs without sacrificing customer satisfaction.
Requirements
- 7+ years of dedicated experience in IVR integration, data analysis, and system architecture within large-scale enterprise or federal organizations.
- Bachelor’s degree in Engineering, Business Technology, IT, or a related highly analytical field.
- Deep understanding of modern IVR platforms and technologies, with mandatory, hands-on experience in the AWS ecosystem (Amazon Connect, Amazon Q, Amazon Contact Lens, Amazon Bedrock, Athena).
- Advanced proficiency in data visualization and analytics tools (e.g., Tableau, QuickSight) to extract insights from massive datasets.
- Strong SQL querying experience is required; Python programming skills are highly preferred.
- Strong familiarity with SDLC processes, Agile methodologies, and project management tools (such as Jira) to manage large-scale IVR deployments and meet strict deadlines.
- Proven track record of successfully identifying root causes of system inefficiencies and proactively engineering solutions that directly increase containment rates.
- Exceptional written and verbal communication skills, with the ability to present complex technical concepts and strategic business cases clearly to both technical engineers and non-technical executive leadership.
- 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.
Responsibilities
- Spearhead the continuous analysis of call detail records (CDRs) and historical contact center data to identify friction points.
- Design and implement strategic IVR enhancements explicitly aimed at maximizing call containment and self-service success rates.
- Extract, synthesize, and interpret massive datasets using advanced tools to uncover complex customer behavior patterns within a high-volume (100M+ calls/year) federal environment.
- Define and monitor critical KPIs, including automation duration, abandonment rates, and routing accuracy.
- Transform raw metrics into actionable, data-backed recommendations for executive leadership.
- Analyze Chatbot and Agentic AI data to isolate success/failure metrics, identifying opportunities to expand automation capabilities and offload agent volume.
- Serve as the technical SME for modern CCaaS (Contact Center as a Service) platforms.
- Design, review, and revise complex IVR scripts, prompts, and routing logic to ensure clarity, accuracy, and cost-efficiency.
- Lead the SDLC process for IVR enhancements.
- Collaborate with business stakeholders to document complex requirements and translate them into detailed system specifications, call flow designs, and AI utterances.
- Oversee the promotion of configurations across multiple AWS environments (Development vs. Production), ensuring seamless integration and deployment.
- Lead the identification, troubleshooting, and resolution of complex technical and integration issues spanning the IVR, Chatbots, and interconnected enterprise applications.
- Develop comprehensive test strategies, scenarios, and test cases to ensure full coverage of system components and interfaces.
- Execute functional testing for all system updates and provide strategic testing guidance to junior analysts.
- Bridge the gap between IT Operations, Engineering, and Business stakeholders.
- Ensure all parties are aligned on project goals, capabilities, and progress.
- Create and maintain robust technical documentation, including call flow diagrams, system models, user guides, and performance scorecards.
- Lead training initiatives for contact center agents and end-users on new functionalities.
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
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What This Job Offers
Job Type
Full-time
Career Level
Senior
