Senior IVR Analyst
About the role
Join our dynamic team supporting a massive-scale federal contact center environment handling over 100 million annual interactions. As a Senior IVR Analyst, you will serve as a Subject Matter Expert (SME) dedicated to optimizing the automated customer journey.
Responsibilities
Advanced Data Analysis & Containment Strategy: Containment Optimization - 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.
Advanced Analytics - Extract, synthesize, and interpret massive datasets using advanced tools to uncover complex customer behavior patterns within a high-volume (100M+ calls/year) federal environment.
Performance Tracking - Define and monitor critical KPIs, including automation duration, abandonment rates, and routing accuracy. Transform raw metrics into actionable, data-backed recommendations for executive leadership.
AI & Automation - Analyze Chatbot and Agentic AI data to isolate success/failure metrics, identifying opportunities to expand automation capabilities and offload agent volume.
System Design & Technical Leadership - CCaaS Architecture - 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.
Translation - 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.
Environment Management - Oversee the promotion of configurations across multiple AWS environments (Development vs. Production), ensuring seamless integration and deployment.
Root Cause Resolution - Lead the identification, troubleshooting, and resolution of complex technical and integration issues spanning the IVR, Chatbots, and interconnected enterprise applications.
Quality Assurance, Collaboration, & Mentorship - Complex Testing - 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.
Stakeholder Alignment - Bridge the gap between IT Operations, Engineering, and Business stakeholders. Ensure all parties are aligned on project goals, capabilities, and progress.
Documentation & Training - 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.
Requirements
Experience: 7+ years of dedicated experience in IVR integration, data analysis, and system architecture within large-scale enterprise or federal organizations.
Education: Bachelor’s degree in Engineering, Business Technology, IT, or a related highly analytical field.
Technical Stack: 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).
Data Mastery: 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.
Methodology: Strong familiarity with SDLC processes, Agile methodologies, and project management tools (such as Jira) to manage large-scale IVR deployments and meet strict deadlines.
Strategic Problem Solving: Proven track record of successfully identifying root causes of system inefficiencies and proactively engineering solutions that directly increase containment rates.
Communication: 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.
Qualifications
Clearance Requirement: 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
Benefits
We offer competitive benefits package including paid time off, healthcare benefits, supplemental benefits, 401k including an employer match, discount perks, rewards, and more. We invest in our employees – Every employee is eligible for education reimbursement for certifications, degrees, or professional development. Reimbursement amounts may fluctuate due to IRS limitations. We want you to grow as an expert and a leader and offer flexibility for you to take a course, complete a certification, or other professional growth and networking.
Pay
$145,000-155,000 annually. Factors influencing pay within this range include geography, market demand, skills, education, experience, and other qualifications of the successful candidate.
Schedule
Hybrid in Woodlawn, MD
Benefits
Industry Recognition Growth | Inc 5000’s Fastest Growing Private Companies, DC Metro List Fastest Growing; Washington Business Journal: Fastest Growing Companies, Top Performing Small Technology Companies in Greater D.C. Culture | Northern Virginia Technology Council Tech 100 Honoree; Virginia Best Place to Work; Washington Business Journal: Best Places to Work, Corporate Diversity Index Winner – Mid-Size Companies, Companies Owned by People of Color; Department of Labor’s HireVets for our work helping veterans transition; SECAF Award of Excellence finalist; Victory Military Friendly Brand; Virginia Values Veterans (V3); Cystic Fibrosis Foundation Corporate Breath Award
How to Apply
To apply to Kentro Positions- Please click on the job link and then click the blue “Apply” button at the top right of Job Description. Please upload your resume and complete all the application steps. You must fully submit the application for Kentro to consider you for a position.
Accommodations
If you need to discuss reasonable accommodations, please email careers@kentro.us .