IVR and Telephony Senior Analyst

Citi • O’Fallon, MO

22d

About The Position

We are seeking highly capable and experienced Program Managers to drive the end-to-end delivery of features and functionality within our Next-Generation IVR and Telephony Routing initiatives. This role is critical in translating business needs into technical requirements, serving as a vital liaison between our business partners and technology teams. The successful candidate will be responsible for designing and documenting requirements for solutions leveraging cutting-edge technologies like Generative AI (Gen AI), Large Language Models (LLMs), Speech-to-Text (STT), and Text-to-Speech (TTS) to revolutionize our customer interaction capabilities. This position requires hands-on experience in IVR and/or Telephony Routing environments, with a focus on delivering innovative and efficient features across multiple lines of business.

Requirements

• Minimum of 3-5 years of direct experience in IVR or Telephony Routing roles, demonstrating a strong understanding of contact center operations, call flow design, and routing logic.
• Proven experience as a liaison between business and technology teams, with a track record of designing and documenting comprehensive requirements for complex systems.
• Hands-on experience or strong understanding of modern IVR technologies, including integration with Generative AI, Large Language Models, Speech-to-Text (ASR/STT), and Text-to-Speech (TTS) capabilities.
• Demonstrated ability to manage the end-to-end delivery of features and functionality across multiple lines of business.
• Strong analytical and problem-solving skills, with an ability to translate strategic goals into tangible, actionable requirements.
• Excellent communication, negotiation, and stakeholder management skills.
• Proactive, organized, and detail-oriented, with a proven ability to thrive in a dynamic, fast-paced environment.

Nice To Haves

• Experience with Cisco and Avaya telephony platforms is highly preferred.

Responsibilities

• End-to-End Feature Delivery: Manage the full lifecycle of IVR and telephony feature development and deployment, from initial concept and requirements gathering through testing, launch, and post-implementation monitoring. Ensure features meet business needs, deliver performance consistent with targets, and align with the overall next-generation IVR strategy.
• Requirements Management: Collaborate extensively with business stakeholders (e.g., Credit, Collections, Customer Service, Fraud, Core Operations) to elicit, analyze, design, and document detailed functional and non-functional requirements. Translate complex business problems into clear, actionable technical specifications for technology teams, with a strong focus on Gen AI, LLMs, STT, and TTS integrations.
• Liaison & Communication: Serve as the primary communication bridge between business partners and technology development teams, ensuring mutual understanding and alignment throughout the project lifecycle. Facilitate workshops and meetings to gather requirements, resolve conflicts, and drive decision-making.
• Project Coordination & Monitoring: Coordinate project tasks, track progress against timelines, and manage dependencies to ensure timely and successful feature delivery. Monitor post-launch feature performance, gather feedback, and identify opportunities for continuous improvement and optimization.
• Technology & Vendor Engagement: Work closely with internal technology teams and external vendors to assess technical feasibility, identify solution options, and ensure successful implementation. Contribute to the evaluation and selection of new technologies and platforms, particularly those related to advanced AI in voice.
• Risk & Issue Management: Identify, escalate, and help mitigate risks and issues related to feature delivery, including production incidents, in collaboration with Technology and Operations.

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

What This Job Offers

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