Technical Program Management Analyst, AVP – Contact Center Operations
Citi
AWSAzureCloudJavaMicroservices
Business Analyst
Health Care Service Corporation
full-time
Posted on:
Location Type: Hybrid
Location: Chicago • Illinois, Texas • 🇺🇸 United States
Visit company websiteSalary
💰 $54,800 - $121,100 per year
Job Level
JuniorMid-Level
About the role
- Leading the development of functional and non-functional business requirements; working with the Business Solutions Lead to understand business strategy and translate into product requirement.
- Manage backlog items, refine requirements, and support sprint ceremonies.
- Work closely with data scientists, ML engineers, UX designers, and QA testers to implement AI-driven search solutions.
- Define UAT scenarios, edge cases, and acceptance tests for search relevance.
- Identify training data, metadata, feedback loops, and evaluation datasets needed for search optimization.
- Use diagrams, mockups, and prototypes to illustrate AI-driven search flows.
- Interpret search logs, user feedback, and performance data to inform requirements.
- Define search evaluation metrics and address bias, hallucination risks, and data privacy considerations.
- Create requirements documentation, use cases, and user stories.
Requirements
- Bachelor Degree and 2 years Information Technology experience OR Technical Certification and/or College Courses and 4 year Information Technology experience OR 6 years Information Technology experience.
- Agile & Scrum Practices – Manage backlog items, refine requirements, and support sprint ceremonies.
- Cross-Functional Collaboration – Work closely with data scientists, ML engineers, UX designers, and QA testers.
- Testing & Validation Support – Define UAT scenarios, edge cases, and acceptance tests for search relevance.
- Visualization – Use diagrams, mockups, and prototypes to illustrate AI-driven search flows.
- Requirements documentation, Use case and user story development.
- Data Requirements Gathering – Identify training data, metadata, feedback loops, and evaluation datasets needed for search optimization.
- Analytical Thinking – Ability to interpret search logs, user feedback, and performance data.
- Problem-Solving – Break down ambiguous search requirements into clear deliverables.
- Understanding of generative AI concepts (LLMs, embeddings, prompt engineering).
- Knowledge of search technologies (vector databases, NLP-based search, RAG).
- Definition of search evaluation metrics (precision, recall, relevance, latency, satisfaction).
- Awareness of bias, hallucination risks, and data privacy considerations.
- Healthcare experience preferred.
- Relocation will not be offered; sponsorship is not available.
Benefits
- health and wellness benefits
- 401(k) savings plan
- pension plan
- paid time off
- paid parental leave
- disability insurance
- supplemental life insurance
- employee assistance program
- paid holidays
- tuition reimbursement
- annual incentive bonus plan (role aligns with an annual incentive bonus plan)
- curated development plans and professional development opportunities
- robust total rewards package and other incentives
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
AgileScrumUAT scenariosacceptance testsdata requirements gatheringgenerative AI conceptsvector databasesNLP-based searchsearch evaluation metricsproblem-solving
Soft skills
cross-functional collaborationanalytical thinking
Certifications
Bachelor DegreeTechnical Certification
