Sr. Tableau Developer

Kentro•Woodlawn, MD

3d•Hybrid

About The Position

Kentro is seeking a Sr. Tableau Developer to bridge the gap between complex data environments and operational strategy. This role requires advanced business intelligence development skills combined with practical experience in operations environments, specifically to support, analyze, and visualize contact center and field office support data. The company, IT Concepts dba Kentro, is a dynamic community of experts committed to advancing customer missions, fostering professional growth, and making a positive impact. They offer a supportive community dedicated to personal and professional development, aiming to drive meaningful change, spark innovation, and achieve extraordinary milestones.

Requirements

10+ years of BI tools and implementation experience.
8+ years of knowledge and experience with BI reporting and visualization tools: Tableau (Primary) and Power BI.
Proven experience analyzing and visualizing contact center and operations data, with a strong understanding of field office metrics.
Familiarity with modern contact center environments, including enterprise Contact Center as a Service (CCaaS) platforms and workforce management data flows.
5+ years of experience in Cloud-based technologies for Data Warehousing and BI initiatives.
Strong conceptual, analytical, and problem-solving abilities tailored to operational data.
Well-organized and able to prioritize and coordinate simultaneous tasks and projects while addressing customer needs.
Strong interpersonal and oral, and written communication skills.
US Citizen or Green card holder
Willing and able to obtain and maintain Public Trust Clearance
Must meet updated ID requirements

Nice To Haves

Bachelor’s degree in a technical development discipline, computer science, or other relevant discipline is preferred.
AWS Connect experience is a plus.
Multiple BI Project lifecycle implementations preferred – Planning, Blueprint, Implementation, Go-Live, and Support.

Responsibilities

Participate in discussions with business and IT stakeholders on critical reporting needs—with a focus on contact center operations and field office data—and provide architecture options and recommendations.
Develop, implement, and maintain Tableau analytical dashboards to support business and operational groups across the organization.
Design and implement reporting and visualization for unstructured and structured data sets, specifically focusing on operational metrics and field-level performance.
Develop various SSIS packages for managing current and historical data using various transformations.
Write and optimize complex SQL queries and stored procedures in a data warehouse to support ETL, data integration, data staging, data modeling, reporting, and self-service ad hoc analysis.
Provide technical support in defining a business partner approach to self-service analytics for field office end-users.
Create templates for Dashboards/Dashlets/Reports to be used by other BI Analysts and Operations Managers.
Design, develop, and operationalize dashboards and reports for Senior and Executive Management.
Provide expertise on how to use Tableau in performing statistical analysis on contact center routing, handling, and operational efficiency data.
Provide best practices and industry standards to guide BI strategy development.
Ensure a consistent design and/or approach for analytics across the business areas.
Design and implement Power BI Reports alongside Tableau workbooks in support of the broader Analytics environment.
Experience in creating prototypes to demo design and gather requirements from operations stakeholders.
Document processes and workflows (utilizing agile tracking tools such as Jira) and evaluate business processes to identify opportunities for improvement.
Monitor and maintain system performance, providing statistical reporting and impact analysis for system/database modifications.
Participate in requirement gathering, resolving ambiguity and conflicts, and ensuring accuracy.
Assist with BI test executions and implement performance tuning as required.
Communicate effectively in verbal and written English, demonstrating the ability to work in a team environment and help resolve issues.
Communicate status and risks to management regarding delivering solutions on time.

Benefits

Competitive benefits package
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 professional growth and networking
Funds for activities – virtual and in-person (happy hours, holiday events, fitness & wellness events, annual celebrations)
Charity galas/events