Senior Data Analytics

Miratech

7h • Remote

About The Position

The Senior Data Analyst is responsible for deep analytical evaluation of IVR journeys, call drivers, routing logic, and customer behavior within large-scale, multi-region contact center environments.
This role focuses on transforming complex IVR logs and call interaction data into clear, decision-ready insights that support architecture, design, and optimization initiatives. The position operates at the intersection of analytics, IVR engineering, and solution architecture, providing evidence-based recommendations to improve containment, reduce customer effort, and support strategic decoupling initiatives.
The role requires strong technical SQL expertise, practical experience working with large-scale call datasets, and solid understanding of IVR flow logic and contact center performance metrics.

Requirements

• 5+ years of experience in data analytics roles
• Advanced SQL (complex joins, aggregations, window functions), solid understanding of relational databases
• Strong experience in extracting data from contact center systems
• Strong understanding of IVR flow logic and call routing concepts
• Hands-on experience analysing IVR, IVR logs, contact center KPIs and call lifecycle data
• Experience working with large-scale interaction datasets and modelling customer journeys using data
• Experience building dashboards using Tableau or similar BI tools
• Experience interpreting contact center performance metrics
• Understanding of customer intent classification basics
• Experience supporting multi-region contact center operations

Nice To Haves

• Experience with AWS data tools (Athena, S3 analytics, QuickSight)
• Exposure to conversational analytics or NLP
• Experience in analysing API-based orchestration flows
• Background in customer experience analytics

Responsibilities

• Analyse IVR journeys, call drivers, and routing outcomes across enterprise contact center environments
• Identify patterns impacting containment, transfer logic, failure rate, and overall customer effort
• Validate assumptions regarding speech recognition vs DTMF performance
• Perform detailed IVR log analysis (DTMF events, routing events, call lifecycle events)
• Extract, clean, and transform data from contact center platforms and relational databases
• Model customer journeys to identify friction points and optimization opportunities
• Support IVR architecture and design decisions with data-backed evidence
• Produce concise, planning-ready bullet-style insights for executive and internal distribution
• Develop dashboards and analytical reports (e.g., Tableau) to monitor IVR KPIs
• Measure and track IVR effectiveness metrics such as containment rate, transfer rate, time-in-IVR, and failure rate
• Collaborate with Architects, Engineers, and Product stakeholders to define and refine analytics requirements
• Translate complex datasets into clear explanations for both technical and business audiences

Benefits

• Culture of relentless performance: join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth.
• Competitive pay and benefits: enjoy a comprehensive compensation and benefits package, including health insurance, language courses, and a relocation program.
• ForeverRemote work culture: make the most of the flexibility that comes with remote work.
• Growth mindset: reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities.
• Global impact: collaborate on impactful projects for top global clients and shape the future of industries.
• Welcoming multicultural environment: be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events.
• Social sustainability values: join our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed