IVR and Telephony Analyst

Citi • O’Fallon, MO

19d

About The Position

We are looking for a highly organized and detail-oriented Program Analyst to support our Next-Generation IVR and Telephony Routing initiatives. This role is ideal for an aspiring professional with IVR or Telephony experience who is eager to contribute to the delivery of innovative features. The Program Analyst will play a critical supporting role for our Program Managers, focusing on documenting business requirements, tracking project progress, and ensuring clear communication across teams. This position offers an excellent opportunity to gain hands-on experience with cutting-edge technologies like Generative AI (Gen AI), Large Language Models (LLMs), Speech-to-Text (STT), and Text-to-Speech (TTS) within complex IVR and Telephony Routing environments. Core Objectives (Supportive 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

• 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.

Responsibilities

• Work closely with Program Managers and business stakeholders to assist in gathering, analyzing, and documenting business and functional requirements for IVR and telephony features.
• Ensure requirements are clearly articulated, comprehensive, and align with strategic objectives, particularly for Gen AI, LLM, STT, and TTS integrations.
• Track project progress against established milestones, timelines, and deliverables using designated project management tools.
• Prepare regular status reports and presentations for Program Managers and stakeholders.
• Identify potential roadblocks and assist Program Managers in escalating issues.
• Facilitate communication between business users, technology teams, and other project stakeholders.
• Assist in managing project documentation, ensuring accessibility and accuracy.
• Conduct initial analysis of data and system performance to support optimization efforts.
• Assist in user acceptance testing (UAT) and quality assurance activities for new feature deployments.

Benefits

• In addition to salary, Citi’s offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards.
• Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs.
• Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays.
• For additional information regarding Citi employee benefits, please visit citibenefits.com.
• Available offerings may vary by jurisdiction, job level, and date of hire.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed