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)
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

Senior Data Analyst

Key skills