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SeniorFull-time
Salary Range
$132,600 - $179,400 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
The Data Analyst will focus on deep analytical evaluation of IVR journeys, call drivers, and customer behavior within large-scale contact center environments. This role transforms complex call interaction data into clear insights that support architecture and optimization initiatives.
Key Responsibilities
- →Analyze IVR journeys, call drivers, and routing outcomes across enterprise contact center environments
- →Identify patterns impacting containment, transfer logic, failure rate, and customer effort
- →Validate assumptions regarding speech recognition vs DTMF performance
- →Perform detailed IVR log analysis including DTMF events and routing events
- →Extract, clean, and transform data from contact center platforms and databases
- →Model customer journeys to identify friction points and optimization opportunities
- →Support IVR architecture and design decisions with data-backed evidence
- →Develop dashboards and analytical reports using tools like Tableau
- →Measure and track IVR effectiveness metrics such as containment rate and time-in-IVR
- →Collaborate with Architects, Engineers, and Product stakeholders
- →Translate complex datasets into clear explanations for technical and business audiences
Requirements
- ✓Strong technical SQL expertise
- ✓Practical experience working with large-scale call datasets
- ✓Solid understanding of IVR flow logic and contact center performance metrics
- ✓Ability to analyze complex IVR logs and call interaction data
- ✓Experience with data visualization tools like Tableau
- ✓Strong analytical and problem-solving skills
- ✓Excellent communication abilities to explain technical concepts to non-technical audiences
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About Miratech1
Miratech1 is a forward-thinking technology company specializing in innovative software solutions and digital transformation services. Operating at the intersection of cutting-edge technology and practical business applications, the company focuses on developing tools that enhance operational efficiency and drive digital integration for its clients. While the specific founding date and location are not explicitly stated, the name "Miratech1" suggests a blend of "miracle" and "technology," hinting at a commitment to delivering exceptional technological outcomes. Miratech1 likely serves a global clientele, leveraging its expertise to bridge the gap between complex technological advancements and real-world business needs. The company's main products and services include custom software development, cloud computing solutions, data analytics platforms, and IT consulting. Key features of their offerings emphasize scalability, security, and user-centric design, ensuring that solutions are not only technologically advanced but also seamlessly integrated into existing business frameworks. Miratech1 targets mid-sized to large enterprises across various industries, including finance, healthcare, and manufacturing, providing tailored solutions that address specific industry challenges. Their approach combines technical expertise with a deep understanding of client objectives to deliver measurable results. Miratech1 has established itself as a trusted partner in the technology sector, recognized for its ability to deliver innovative solutions that align with evolving market demands. The company's unique value proposition lies in its agile methodology and client-focused philosophy, which prioritize rapid deployment and continuous support. By staying at the forefront of technological trends and maintaining a strong emphasis on quality and reliability, Miratech1 has built a reputation for transforming business operations through smart, sustainable technology solutions. Their commitment to excellence positions them as a leader in the digital transformation space.
