Senior Data Analyst

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