About the job
We are seeking a Data Analyst to join our team at Miratech. In this role, you will be vital in analyzing Interactive Voice Response (IVR) performance and caller behavior data to identify significant trends, diagnose issues, and provide actionable insights aimed at enhancing the overall caller experience. Your expertise will support data-driven decision-making across IVR design, operations, and optimization initiatives.
As a Data Analyst, you will work closely with IVR Engineers, Application Architects, Product Owners, and various business stakeholders to transform data into meaningful insights and reports that will inform design and operational enhancements. This position merges analytics with light data science techniques within a practical, business-driven analytics framework.
Key Responsibilities:
- Examine IVR and caller behavior data to uncover trends, patterns, and areas for improvement.
- Create and manage reports and dashboards to monitor IVR performance and customer experience metrics.
- Utilize SQL and Excel for data extraction, cleaning, and analysis from IVR and call center systems.
- Design and develop tailored Tableau reports for both business and technical stakeholders.
- Collaborate with Product Owners, Engineers, and business teams to define analytics requirements.
- Deliver data-driven insights to guide IVR design, optimization, and operational strategies.
- Assist in the ongoing evaluation of IVR effectiveness and customer journey outcomes.
- Communicate findings clearly to both technical and non-technical audiences.

