IVR and Telephony Analyst

Citi • San Antonio, TX

14d

About The Position

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.

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

• Prepare regular status reports and presentations for Program Managers and stakeholders.
• Facilitate communication between business users, technology teams, and other project stakeholders.
• Assist in managing project documentation, ensuring accessibility and accuracy.
• Assist in user acceptance testing (UAT) and quality assurance activities for new feature deployments.

What This Job Offers

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