Job Description

Miratech helps visionaries change the world. We are a global IT services and consulting company that brings together enterprise and start-up innovation. Today, we support digital transformation for some of the world's largest enterprises. By partnering with both large and small players, we stay at the leading edge of technology, remain nimble even as a global leader, and create technology that helps our clients further enhance their business. We are a values-driven organization and our culture of Relentless Performance has enabled over 99% of Miratech's engagements to succeed by meeting or exceeding our scope, schedule, and/or budget objectives since our inception in 1989.
Miratech has coverage across 5 continents and operates in over 25 countries around the world. Miratech retains nearly 1000 full-time professionals, and our annual growth rate exceeds 25%.

Job Description

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

Qualifications

• 5+ years of experience in data analytics or data investigation roles
• Strong experience writing complex SQL queries against large datasets
• Experience with Amazon Aurora MySQL, Amazon Redshift
• Experience working with interaction or event-based datasets
• Understanding of ETL pipelines and data processing workflows
• Ability to analyse datasets generated by backend ETL systems
• Experience analysing call centre, IVR, or telecom data
• Experience using Tableau for analytical visualization
• Ability to perform deep backend data investigations

Nice to have:

• Experience working with Genesys, IVR platforms, or voice systems
• Understanding of call routing logic and IVR flows
• Familiarity with AWS-based data environments

Additional Information

We offer:

• 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. 

* Miratech is an equal opportunity employer and does not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status under applicable law.

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