Citi

VP, Contact Center Operations – Application Support Lead

Citi

full-time

Posted on:

Origin:  • 🇺🇸 United States • Florida

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Salary

💰 $125,760 - $188,640 per year

Job Level

Senior

Tech Stack

AWSAzureCloudJavaMicroservices

About the role

  • Partner with multiple technology teams to ensure appropriate integration of functions to meet goals; identify and define necessary system enhancements; analyze existing system logic, identify problems; and recommend and implements solutions.
  • Provides expertise in area and an advanced level of understanding of the principles of apps support.
  • Formulates and defines systems scope and objectives for complex, high impact application enhancements and problem resolution through in-depth analysis and evaluation of complex business processes, systems and industry standards; documents requirements.
  • Works closely with Product Owners, Business Analysts and Systems Analysts to determine and document Systems impacts and support requirements.
  • Identifies risks, vulnerabilities and security issues; communicates impact; proposes risk mitigation options.
  • Acts as advisor or coach to new or lower level analysts; allocates work.
  • Provides in-depth analysis with interpretive thinking to define problems and develop innovative solutions.
  • Directly impacts the business by influencing strategic functional decisions through advice, counsel or provided services.
  • Persuades and influences others through strong and comprehensive communication and diplomacy skills.
  • Perform other duties and functions as assigned and appropriately assess risk when business decisions are made, driving compliance with applicable laws, rules and regulations.

Requirements

  • 6+ years experience in an Application Support, Business Analyst, or TPM role.
  • Provide primary operational support for critical contact center applications, including live chat, chatbot platforms, and Interactive Voice Response (IVR) systems.
  • Leverage expertise in cloud technologies (AWS, Azure), microservices architectures, and Java-based applications.
  • Apply knowledge of Generative AI (GenAI), Machine Learning (ML), and Large Language Models (LLMs) to support and optimize intelligent automation within the contact center environment.
  • IVR experience is a significant plus.
  • Utilize project management and business analysis tools such as Jira, Confluence, MS Project, PowerPoint, Excel, etc.
  • Demonstrate advanced domain expertise in chatbot and IVR technologies; prior experience with GenAI in a contact center context is highly desirable.
  • Practical problem solving and strategic thinking skills.
  • Demonstrated leadership, interpersonal skills and relationship building skills.
  • Service oriented attitude and ability to work in a fast-paced environment.
  • Experience working or leading requirement gathering efforts for multiple large development projects at one-time.
  • Proficient using basic technical tools and systems.
  • Bachelor’s/University degree required; Master’s degree preferred.