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Helping Visionaries Change the World
Senior Data Analytics
Location
United States
Posted
168 days ago
Salary
0
Seniority
Senior
Job Description
Senior Data Analytics
Miratech
• 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
Job 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 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
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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