IVR and Telephony Senior Analyst

Citi • San Antonio, TX

3d

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

• 3–5+ years of hands-on experience in IVR or telephony routing, with strong knowledge of contact center operations, call flow design, and routing strategies.
• Demonstrated success acting as a business–technology liaison for complex, enterprise-scale platforms.
• Strong understanding of modern IVR ecosystems, including Generative AI, LLMs, STT/ASR, and TTS integrations.
• Proven ability to deliver features across multiple lines of business in a matrixed environment.
• Excellent analytical, communication, and stakeholder management skills.
• Highly organized, proactive, and comfortable operating in a fast-paced, change-driven environment.

Responsibilities

• Manage the end-to-end development lifecycle for IVR and telephony features, including ideation, requirements, build, testing, launch, and post-release optimization.
• Ensure delivered features meet business objectives, performance targets, and align with the next-generation IVR roadmap.
• Partner with stakeholders across Credit, Collections, Customer Service, Fraud, and Core Operations to elicit, analyze, and document business needs.
• Translate complex business problems into clear, actionable technical specifications with emphasis on GenAI, LLM, STT/ASR, and TTS integrations.
• Act as the single point of accountability for cross-functional alignment between business and technology teams.
• Facilitate working sessions and design workshops to drive requirements clarity, resolve trade-offs, and accelerate decisions.
• Coordinate deliverables, manage dependencies, and track progress to ensure predictable, on-time delivery.
• Monitor post-launch performance, assess customer and operational impact, and identify continuous improvement opportunities.
• Partner with internal engineering teams and external vendors to evaluate feasibility, assess solution options, and ensure successful implementation.
• Support the evaluation and adoption of emerging AI and voice platform technologies.
• Proactively identify, escalate, and mitigate delivery, technology, and production risks in partnership with Technology and Operations teams.

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: Mid Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees