System Analyst, Vapi

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 interactionpatterns, 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 Connect to analyze contact center operations, call flows, and agent/customer experiences. Evaluate customer care experience (CCE) and identify opportunities to improve efficiency, service quality, and call handling processes. Collaborate with business, operations, and technical teams to support decision-making through data analysis and reporting.Identify system/process gaps and recommend enhancements for IVR and contact center workflows. Prepare ad hoc analysis and operational summaries for stakeholders across North American teams. Required Skills: 3+ years of experience as a System Analyst / Business Analyst in contact center, customer support, or telecom operations.Strong experience in IVR log analysis, customer call journey analysis, and call flow reporting. Hands-on experience with Amazon Connect. Strong analytics and reporting skills with the ability to interpret complex datasets and present meaningful insights. Strong understanding of contact center KPIs, operational metrics, and customer service performance.Excellent communication and stakeholder management skills. Preferred Qualifications: Experience supporting teams across the and . Exposure to customer journey analytics, operational reporting, and process improvement initiatives. Experience working in cloud-based contact center environments and multi-channel customer support operations.