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

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

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.

Senior Data Analytics

Key skills