Technical Business Analyst

Overview 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. 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. Location Location: Hybrid - Woodlawn, MD Compensation Range The pay range for this position is $95-110k annually. Kentro determines compensation by evaluating current government contracting and commercial market conditions, as well as the role's specific requirements. Final salary placement within this range will be based on the candidate's relevant skills, experience, education, certifications, location, and security clearance level, where applicable. 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. Qualifications 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. Preferred SQL proficiency BI tools (Tableau, QuickSight preferred) Amazon Connect Experience AI workload automation experience Clearance Requirement or Lawful Permanent Resident () Willing and able to obtain and maintain Public Trust Clearance Must meet updated ID requirements: 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. Benefits Paid time off Healthcare benefits Supplemental benefits 401k including an employer match Discount perks Rewards Education reimbursement for certifications, degrees, or professional development Continuous professional development support Fun activities: virtual and in-person happy hours, holiday events, fitness & wellness events, and annual celebrations Charity galas events The Company We believe in generating success collaboratively, enabling long-term mission success, and building trust for the next challenge. With you as our partner, let's solve challenges, think innovatively, and maximize impact. As a valued member of our team, you have the unique opportunity to work in a diverse range of technology and business career paths, all while supporting our nation and delivering innovative technology solutions. We are a close community of experts that pride ourselves on creating an environment defined by teamwork, dedication, and excellence. 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 Commitment Equal Opportunity Employment & VEVRAA Kentro is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state or local law. Kentro is strongly committed to compliance with VEVRAA and other applicable federal, state, and local laws governing equal employment opportunity. We have developed comprehensive policies and procedures to ensure our hiring practices align with these requirements. As part of our VEVRAA compliance efforts, Kentro has established an equal opportunity plan outlining our commitment to recruiting, hiring, and advancing protected veterans. This plan is regularly reviewed and updated to ensure its effectiveness. We encourage protected veterans to self-identify during the application process. This information is strictly confidential and will only be used for reporting and compliance purposes as required by law. Providing this information is voluntary and will not impact your employment eligibility. Our commitment to equal employment opportunity extends beyond legal compliance. We are dedicated to fostering an inclusive workplace where all employees, including protected veterans, are treated with dignity, respect, and fairness. Accommodations To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. If you need to discuss reasonable accommodations, please email. #J-18808-Ljbffr