Citi

IVR and Telephony Analyst

Citi

full-time

Posted on:

Location Type: Hybrid

Location: Irving • Florida • Idaho • United States

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Salary

💰 $107,120 - $160,680 per year

Job Level

Junior

About the role

  • Support Feature Delivery: Assist Program Managers in the end-to-end delivery of new IVR and telephony features.
  • Requirements Documentation: Accurately capture and document business and functional requirements.
  • Progress Tracking: Monitor and report on project milestones, timelines, and deliverables.
  • Cross-Functional Coordination: Facilitate communication and coordination between business and technology teams.
  • Learn & Contribute: Develop expertise in next-generation IVR technologies and contribute to enhancing customer experience.
  • Requirements Support & Documentation: Work closely with Program Managers and business stakeholders to assist in gathering, analyzing, and documenting business and functional requirements for IVR and telephony features.
  • Project Tracking & Reporting: Track project progress against established milestones, timelines, and deliverables using designated project management tools.
  • Coordination & Communication: Facilitate communication between business users, technology teams, and other project stakeholders.
  • Analysis & Testing Support: Conduct initial analysis of data and system performance to support optimization efforts.

Requirements

  • 1-3 years of IVR or Telephony experience in a business analyst, project coordinator, or similar support role within a technology-driven environment.
  • Familiarity with or a strong interest in AI technologies such as Generative AI, Large Language Models, Speech-to-Text, and Text-to-Speech is highly desirable.
  • Proven ability to document requirements, track project tasks, and contribute to project delivery.
  • Excellent written and verbal communication skills, with strong attention to detail.
  • Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and experience with project management tools (e.g., Jira, Confluence) is beneficial.
  • Highly organized, proactive, and capable of working effectively in a fast-paced, collaborative team environment.
Benefits
  • medical, dental & vision coverage
  • 401(k)
  • life, accident, and disability insurance
  • wellness programs
  • paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
IVRTelephonyRequirements DocumentationProject TrackingData AnalysisSystem Performance AnalysisGenerative AILarge Language ModelsSpeech-to-TextText-to-Speech
Soft Skills
CommunicationAttention to DetailOrganizational SkillsProactiveCollaborationWritten CommunicationVerbal CommunicationAnalytical SkillsFacilitationCoordination