Contact Centre Data Analyst

Overview

On Site
$60 - $70
Contract - Independent
Contract - W2

Skills

Data Analyst
Contact Centre
Call Centre
IVR
Genesys
Amazon Connect

Job Details

Job Title: Data Analyst Contact/Call Centre

Location: Alpharetta, GA/ NYC, NY

Duration: 12+ Months

Job Description

Role Summary

We are looking for a mid-level Data Analyst (10 years of experience) with strong expertise in contact centre analytics and AI-driven customer engagement platforms. This role focuses on hands-on data analysis, performance measurement, and insight generation across Amazon Connect, Genesys IVR, and OpenAI-powered conversational solutions. The ideal candidate will work closely with CX, product, and engineering teams to improve automation, IVR effectiveness, and customer experience.

Key Responsibilities

  • Perform in-depth analysis of contact center and IVR data from platforms such as Amazon Connect and Genesys
  • Analyze call recordings, chat transcripts, and bot conversations using OpenAI / NLP techniques (sentiment, intent, topic modeling)
  • Build and maintain dashboards and automated reports for KPIs including AHT, CSAT, FCR, IVR containment, abandonment, and transfer rates
  • Evaluate and optimize IVR call flows, routing strategies, and AI bot performance
  • Design and execute A/B tests for IVR, chatbot, and routing changes
  • Partner with product, AI, and engineering teams to define analytical requirements and success metrics
  • Develop and maintain SQL queries and Python scripts for data extraction, transformation, and analysis
  • Ensure data quality, validation, and consistency across multiple data sources
  • Translate analytical findings into clear, actionable recommendations for business stakeholders

Required Qualifications

  • Bachelor s degree in Data Analytics, Computer Science, Statistics, Engineering, or a related field
  • 7 9 years of professional experience in data analysis, with significant experience in contact center or CX analytics
  • Hands-on experience with:
    • Amazon Connect
    • Genesys IVR / Contact Centre platforms
    • OpenAI or other NLP / Generative AI tools
  • Advanced SQL skills and strong experience working with large, complex datasets
  • Proficiency in Python for data analysis (pandas, numpy, etc.)
  • Experience analyzing speech, text, and conversational data
  • Strong understanding of contact centre KPIs and operational metrics
  • Experience with data visualization tools (Tableau, Power BI, Amazon QuickSight, or similar)

Preferred Qualifications

  • Experience working with AWS analytics services (S3, Athena, Redshift, Glue, Lambda)
  • Exposure to real-time or near-real-time analytics
  • Familiarity with speech-to-text and sentiment analysis platforms
  • Experience supporting IVR transformation, AI chatbot, or virtual agent initiatives

Basic understanding of machine learning concepts (model evaluation, accuracy, precision/recall)

With Regards,

Dinesh B

CS Solutions, Inc

7525 Mitchell Road, Suite 106, Eden Prairie, MN 55344

Email ID -

Direct Number

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