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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