Contact Centre Data Analyst

Job Title: Data Analyst Contact/Call Centre

Location: NYC, NY Hybrid

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 centre 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

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