Miratech

Senior Data Analyst

Miratech

full-time

Posted on:

Location Type: Remote

Location: United States

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Job Level

Senior

Tech Stack

SQLTableau

About the role

  • 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

Requirements

  • 5+ years of experience in data analytics roles
  • Advanced SQL (complex joins, aggregations, window functions)
  • 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
Benefits
  • Health insurance
  • Language courses
  • Relocation program
  • Professional development opportunities
  • Mentorship and talent investment programs
  • Internal mobility and internship opportunities
  • Company social events
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
data analyticsSQLIVR flow logiccall routing conceptsIVR log analysisdata extractiondata transformationdashboard developmentanalytical reportingcustomer journey modeling
Soft Skills
collaborationcommunicationanalytical thinkingproblem-solvingattention to detailpresentation skillsdata interpretationinsight generationexecutive reportingstakeholder engagement