Senior Data Analytics

Miratech

2d•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.

Requirements

Experience analyzing data from IVR or contact center environments
Familiarity with IVR platforms and call flow concepts
Understanding of UX or customer experience design principles
2+ years of experience in data analysis
Strong proficiency in SQL
Strong experience with Excel for data analysis and reporting
Experience designing and developing reports in Tableau
Solid analytical and problem-solving skills
Strong communication skills

Nice To Haves

Exposure to data science techniques applied to customer behavior analysis

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

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.

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