Technical Business Analyst

Kentro • Woodlawn, MD

7d • Hybrid

About The Position

Kentro is hiring a Technical Business Analyst to support the Social Security Administration. The Technical Business Analyst (TBA) will play a key role in enhancing our customers’ experience across their contact center operations. This position is responsible for analyzing business processes, gathering and documenting requirements, and collaborating with IT and business stakeholders to implement technology solutions that improve customer interactions and operational efficiency.

Requirements

• Bachelor’s degree in Business, Information Technology, or a related field (or equivalent experience).
• 3+ years of experience as a business analyst, preferably in a contact center or customer experience environment.
• Strong understanding of contact center operations, technologies, and customer experience principles.
• Experience with contact center platforms (e.g., Amazon Connect, Genesys, Cisco, Avaya, NICE, Salesforce Service Cloud).
• Excellent analytical, problem-solving, and communication skills.
• Ability to translate business needs into technical requirements and solutions.
• Experience with process mapping, requirements gathering, and user acceptance testing.
• Proficiency in Microsoft Office Suite and business analysis tools (e.g., Visio, Jira, Confluence, Draw.io).
• Experience with cloud-based contact center solutions.
• Knowledge of customer journey mapping and CX measurement frameworks (e.g., NPS, CSAT).
• Familiarity with Agile or Scrum methodologies.
• US Citizen or Lawful Permanent Resident (Green Card)
• 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

• SQL proficiency
• BI tools (Tableau, QuickSight preferred)
• Amazon Connect Experience
• AI workload automation experience

Responsibilities

• Collaborate with business units, contact center teams, and IT to identify opportunities for improving customer experience through technology and process enhancements.
• Gather, analyze, and document business and technical requirements related to contact center platforms (e.g., telephony, CRM, chat, email, IVR, workforce management).
• Map current and future state business processes, identifying gaps and recommending solutions to optimize customer journeys.
• Serve as a liaison between business stakeholders and technical teams, ensuring clear communication and understanding of requirements.
• Support the design, testing, and implementation of new contact center technologies and enhancements.
• Analyze customer feedback, call data, and performance metrics to identify trends and areas for improvement.
• Develop and maintain documentation, including business requirements, process flows, user stories, and test cases.
• Assist in change management activities, including training and user support for new systems or processes.
• Stay current with industry trends and best practices in customer experience and contact center technologies.

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: Mid Level