Hybrid CCaaS Data Architect: AWS Lakehouse Lead

Kentro; Woodlawn (MD); Hybride; USD 140 000 - 150 000; Plein temps

Résumé du poste

Kentro is seeking a seasoned Contact Center Data Architect in Woodlawn, MD to design and optimize our CCaaS data ecosystem. You will bridge Amazon Connect data with WFO platforms and AWS cloud services, delivering insights viaAthena, Data Lake, and Snowflake/Databricks.

You will own data models, governance, and performance tuning for real-time and historical analysis, ensuring compliant handling of PII and secure data flows across the stack.

Qualifications

• Bachelor’s degree in Computer Science, Data Engineering, or a related technical field.
• AWS certification (e.g., AWS Certified Data Analytics, AWS Certified Solutions Architect) is a plus.
• 7+ years in data architecture or engineering
• Domain Expertise: Extensive experience in a contact center environment is mandatory. Must demonstrate a deep understanding of CCaaS operations and core contact center metrics.
• Technical Mastery: Expert-level proficiency in the AWS Data Stack (Athena, S3, Glue, Lambda).
• Hands-on experience with Databricks/Snowflake for data processing and advanced analytics.
• Strong command of MS SQL Server and the broader Microsoft SQL stack.
• Platform Knowledge: Advanced familiarity with Amazon Connect application data (Contact Trace Records, Agent Event Streams) is a core requirement.

Responsabilités

• Strategic CCaaS & WFO Integration: Own the design of end-to-end data solutions that unify Amazon Connect event streams with Workforce Optimization (WFO) data to provide a 360-degree view of center performance.
• Lakehouse Ownership: Oversee the implementation and maintenance of our Data Lake architecture using AWS Athena and cloud-based data architecture, ensuring high-performance querying for real-time operational tracking and long-term historical analysis.
• Journey & Operational Intelligence: Define and implement data models that unify IVR navigation paths, agent performance event streams (CTR/ARS), and standard contact center KPIs (e.g., AHT, FCR, Occupancy, and Schedule Adherence).
• Pipeline Orchestration: Manage complex ETL/ELT processes using MS SQL, Python, CloudWatch and AWS Glue to ensure seamless data flow between CCaaS applications, IVR logs, WFO databases, and the data lake.
• Data Governance & Quality: Establish and enforce rigorous data governance and security standards, ensuring sensitive customer interaction data and PII are handled with the highest level of compliance.
• System Optimization: Continuously monitor and tune Athena query performance and Snowflake clusters to balance cost-efficiency with the speed required for contact center decision-making.

Connaissances

CCaaS operations

Data architecture

AWS data stack

Problem solving

Formation

Bachelor’s degree in Computer Science, Data Engineering, or related field

AWS certification (Data Analytics / Solutions Architect)

Outils

Athena

S3

Glue

Lambda

Databricks

Snowflake

MS SQL Server

Amazon Connect

Description du poste

Kentro is seeking a seasoned Contact Center Data Architect in Woodlawn, MD to design and optimize our CCaaS data ecosystem. You will bridge Amazon Connect data with WFO platforms and AWS cloud services, delivering insights viaAthena, Data Lake, and Snowflake/Databricks.

You will own data models, governance, and performance tuning for real-time and historical analysis, ensuring compliant handling of PII and secure data flows across the stack.