OverviewThank 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 seeking an experienced and highly analytical
SQL Developer to support a critical initiative for a large federal government agency. In this role, you will be instrumental in developing robust SQL Server queries and data pipelines designed to gather, process, and analyze Management Information (MI) and Business Intelligence (BI). Your primary focus will be on extracting actionable insights from complex contact center operations and field office support data.
The ideal candidate has a deep understanding of operational metrics, CCaaS environments, and the Microsoft SQL Server ecosystem, with the ability to build end-to-end data solutions from extraction to visualization.
Location: Hybrid in Woodlawn, MD. Salary Range: $100,000-110,000/annually. Factors influencing pay within this range include geography, market demand, skills, education, experience, and other qualifications of the successful candidate.
Responsibilities- Query Development & Optimization: Design, write, and optimize complex T-SQL queries, stored procedures, and scripts within SQL Server to extract large volumes of data related to contact center performance and field office operations.
- Management Information (MI) & BI Reporting: Transform raw operational data into structured, accurate datasets. Develop and maintain impactful visual dashboards in Tableau, as well as paginated operational reports using SQL Server Reporting Services (SSRS).
- Contact Center Data Analysis: Extract and integrate key operational metrics, including agent performance, call routing efficiency, handle times, and workforce management (WFM) scheduling data.
- Field Office Support Metrics: Develop queries that track field office workflows, support ticketing trends, and regional operational efficiency to provide a holistic view of agency performance.
- Collaboration & Agile Delivery: Work closely with technical directors, stakeholders, and business analysts to translate federal agency requirements into technical data solutions. Manage and document development tasks using Jira.
Qualifications- Experience: 3-5+ years of dedicated experience in SQL Server development (T-SQL) with a strong focus on data manipulation and ETL processes.
- Database & Reporting Stack: Proven hands-on experience with the Microsoft BI Stack, specifically SSIS for data integration and SSRS for report generation.
- Domain Expertise: Experience working with contact center data sets (e.g., ACD, IVR, WFM, and quality management metrics) and operational performance data.
- Analytical Skills: Strong ability to understand complex business logic and translate federal operational requirements into precise data outputs.
Preferred Qualifications: - Workforce Management Platforms: Experience with custom report development and database structures for the Verint Workforce Management platform is highly desired.
- Federal Experience: Prior experience supporting federal or public sector clients.
- CCaaS: Familiarity with modern enterprise CCaaS platforms (such as Amazon Connect) and their data outputs
Clearance Requirement: -
- 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.
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BenefitsThe 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.
We hold three ISO certifications (27001:2013, 20000-1:2011, 9001:2015), two CMMI ML 3 ratings (DEV and SVC) and CMMC Level 2 Certification.
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
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. We are committed to supporting your curiosity and sustaining a culture that prioritizes commitment to continuous professional development.
We work hard; we play hard. Kentro is committed to incorporating fun into every day. We dedicate funds for activities - virtual and in-person - e.g., we host happy hours, holiday events, fitness & wellness events, and annual celebrations. In alignment with our commitment to our communities, we also host and attend charity galas/events. We believe in appreciating your commitment and building a positive workspace for you to be creative, innovative, and happy.
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.
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. If you need alternative application methods, please email and request assistance.
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 .
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