Senior Data Analytics

Miratech

7h•Remote

About The Position

The Senior Data Analyst is responsible for analyzing IVR performance and caller behavior data to identify trends, uncover issues, and provide actionable insights that improve the overall caller experience. This role supports data-driven decision-making across IVR design, operations, and optimization initiatives. The position works closely with IVR Engineers, Application Architects, Product Owners, and business stakeholders to translate data into insights and reports that inform design and operational improvements. The role blends analytics and light data science techniques within a practical, business-focused analytics function. 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

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

Analyze IVR and caller behavior data to identify trends, patterns, and improvement opportunities
Develop and maintain reports and dashboards that track IVR performance and customer experience metrics
Use SQL and Excel to extract, clean, and analyze data from IVR and call center systems
Design and build custom Tableau reports for business and technical stakeholders
Collaborate with Product Owners, Engineers, and business teams to define analytics requirements
Provide data-driven insights to support IVR design, optimization, and operational decisions
Support ongoing measurement of IVR effectiveness and customer journey outcomes
Present findings clearly to both technical and non-technical audiences
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

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.

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