IVR and Telephony Senior Analyst

Citi • Johnson City, TN

23d

About The Position

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. Facilitate workshops and meetings to gather requirements, resolve conflicts, and drive decision-making. Coordinate project tasks, track progress against timelines, and manage dependencies to ensure timely and successful feature delivery. 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. 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.

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

• Manage the full lifecycle of IVR and telephony feature development and deployment
• Ensure features meet business needs, deliver performance consistent with targets, and align with the overall next-generation IVR strategy.
• Facilitate workshops and meetings to gather requirements, resolve conflicts, and drive decision-making.
• Coordinate project tasks, track progress against timelines, and manage dependencies to ensure timely and successful feature delivery.
• 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.
• Collaborate extensively with business stakeholders 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.

What This Job Offers

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