The Senior Data Analyst supports analytics and investigative work for a large-scale IVR platform. The role focuses on deep analysis of IVR interaction data, routing behaviour, and call performance metrics to support operational insights, troubleshooting, and IVR optimization.
The engineer will work closely with IVR developers, architects, and database teams to investigate call behaviour, identify routing anomalies, and provide actionable insights using complex SQL queries and analytical dashboards.
The role requires strong experience working with event-based datasets, call interaction logs, and large relational databases, along with the ability to perform deep backend analysis across multiple data layers.
Responsibilities
- Perform deep analytical investigations of IVR call data and routing behaviour
- Write advanced SQL queries to analyse call flows, routing outcomes, and interaction metrics
- Analyse IVR event logs, call lifecycle events, and routing data
- Support troubleshooting of IVR issues through backend data analysis
- Identify trends in containment rate, transfers, call failures, and routing anomalies
- Produce analytical outputs and insights using Tableau dashboards
- Work with Aurora MySQL and Redshift datasets supporting IVR analytics
- Support IVR optimization initiatives by providing data insights to architects and developers
- Investigate anomalies in call behaviour and data inconsistencies across datasets
- Collaborate with developers and database teams to understand underlying data structures
- Support multi-day analytical investigations and ad-hoc data requests
- Provide insights to business stakeholders via analytics feeds to GBI reporting