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PTP is a fast-growing system integrator that offers strategic Customer Experience (CX) solutions to our clients. We are looking for a Data Analyst to help us design and deliver CX solutions that provide our clients with a beautiful customer journey that achieves results. At PTP we value aptitude and creativity as well as experience. We are a diverse organization and are looking for bright, passionate and committed professionals who strive to be the best at what they do.
Responsibilities
- Analyze caller behavior data from IVR applications using SQL and Microsoft Excel
- Design and develop custom Tableau reports to visualize caller behavior data, identify trends and areas for improvement
- Collaborate with internal and external stakeholders to identify opportunities for improving the IVR experience based on analysis findings
- Develop and maintain a deep understanding of IVR application functionality and user flows
- Provide data-driven insights and recommendations to inform design decisions and improve overall caller experience
Requirements
- Bachelor's degree in Information Systems, Computer Science, Statistics, or related field
- 2+ years of experience in data analysis, preferably in an IVR or contact center environment
- Experience with Tableau or other business intelligence tools is highly desirable
- Proficiency in Microsoft Excel and SQL
- Strong analytical and problem-solving skills
- Excellent communication and collaboration skills
Desired Experience
- Familiarity with IVR platforms and technologies (e.g., Genesys, Avaya, Nuance)
- Knowledge of user experience (UX) design principles and human-computer interaction
What you need to know about the Austin Tech Scene
Austin has a diverse and thriving tech ecosystem thanks to home-grown companies like Dell and major campuses for IBM, AMD and Apple. The state’s flagship university, the University of Texas at Austin, is known for its engineering school, and the city is known for its annual South by Southwest tech and media conference. Austin’s tech scene spans many verticals, but it’s particularly known for hardware, including semiconductors, as well as AI, biotechnology and cloud computing. And its food and music scene, low taxes and favorable climate has made the city a destination for tech workers from across the country.
Key Facts About Austin Tech
- Number of Tech Workers: 180,500; 13.7% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Dell, IBM, AMD, Apple, Alphabet
- Key Industries: Artificial intelligence, hardware, cloud computing, software, healthtech
- Funding Landscape: $4.5 billion in VC funding in 2024 (Pitchbook)
- Notable Investors: Live Oak Ventures, Austin Ventures, Hinge Capital, Gigafund, KdT Ventures, Next Coast Ventures, Silverton Partners
- Research Centers and Universities: University of Texas, Southwestern University, Texas State University, Center for Complex Quantum Systems, Oden Institute for Computational Engineering and Sciences, Texas Advanced Computing Center
