Senior Data Analyst

Job Description

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.

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

Qualifications

• 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 have:

• 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

Additional Information

We offer:

• 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.

* Miratech is an equal opportunity employer and does not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status under applicable law.