Senior Manager, System Analyst

Job Title: System Analyst (SA) Location: Remote Experience Required: 3–5 years Job Summary: We are seeking a detail-oriented System Analyst to support customer experience operations by analyzing IVR call logs, monitoring call flow performance, and generating actionable insights. This role will focus on reviewing call metrics, understanding customer interaction patterns, and evaluating the overall customer care experience (CCE) across operations in the and. The ideal candidate should have hands-on experience with Amazon Connect and strong analytics/reporting capabilities. Key Responsibilities: Analyze IVR call logs and customer interaction data to identify call trends, routing issues, drop-offs, and service improvement opportunities. Monitor and assess what is happening during customer calls and provide insights into call outcomes and operational performance. Create, maintain, and enhance dashboards, reports, and performance metrics for leadership review. Work extensively with Amazon Co...