IntelePeer simplifies communications automation through advanced AI-powered solutions, helping businesses and contact centers reduce costs, enrich the customer experience, and accelerate ROI. Driven by generative AI, the company’s Communications Automation Platform works seamlessly within existing business software and infrastructure, enabling brands to automate complex processes quickly and effortlessly. Built for business users, IntelePeer's vendor-neutral platform and low-code solutions leverage world-class AI and analytics, empowering businesses to proactively resolve potential pain points and maintain context across channels and throughout the orchestrated customer journey.

We are seeking a skilled Data Analyst to join our dynamic team. The ideal candidate will be critical for success as we identify and develop key performance indicators, metrics and data visualizations needed to drive success with our customer base. Your role will interact with internal project deployment teams, development teams, executives and our clients where you will share your vision and passion for analytical curiosity, business acumen and logic.

Key Responsibilities

• Identify, review and analyze customer interaction records and logs in order to create meaningful success metrics and key performance indicators
• Collaborate with internal teams such as Sales, Product Development, Project Management and Custom Development to identify and track business case metrics.
• Lead continuous improvement initiatives, including regular call reviews, data coordination, analysis, and client presentations.
• Develop and interpret weekly performance scorecards and contribute to quarterly business reviews, focusing on proactive activities and trend analysis.
• Identify potential areas for application performance enhancement.
• Strategize to improve self-service rates and ID & Authentication rates.
• Be a major voice and proponent of a “Data First” mentality
• Utilize various reports to pinpoint areas needing attention or analysis, validate successful performance, or provide immediate notification of issues.
• Create and maintain documentation related to analytics processes and decision-making.

Qualifications

• Strong background in data analysis, with proven experience in reviewing data and formulating recommendations.
• Advanced proficiency in MS Excel, SQL, and reporting-analytics tools like Looker and MS BI.
• Extreme curiosity and creativity drive.
• Excellent analytical skills with attention to detail.
• Strong problem-solving abilities and a results-driven mindset.
• Excellent communication and presentation skills.
• Bachelor's degree in Data Analytics, Statistics, Computer Science, or a related field.