Senior Data Analyst

Company Description

Miratech helps visionaries change the world. We are a global IT services and consulting company that brings together enterprise and start-up innovation. Today, we support digital transformation for some of the world's largest enterprises. By partnering with both large and small players, we stay at the leading edge of technology, remain nimble even as a global leader, and create technology that helps our clients further enhance their business. We are a values-driven organization and our culture of Relentless Performance has enabled over 99% of Miratech's engagements to succeed by meeting or exceeding our scope, schedule, and/or budget objectives since our inception in 1989.
Miratech has coverage across 5 continents and operates in over 25 countries around the world. Miratech retains nearly 1000 full-time professionals, and our annual growth rate exceeds 25%.

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 gl