IVR and Telephony Senior Analyst

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.

• End-to-End Feature Ownership: Own the full lifecycle delivery of next-generation IVR and telephony features, from concept through production deployment.
• Business–Technology Partnership: Serve as the primary bridge between business stakeholders and technology teams to ensure clear requirements, aligned solutions, and timely decision‑making.
• Requirements Design & Documentation: Lead the definition and documentation of detailed functional and non-functional requirements for IVR and telephony capabilities.
• AI-Driven Self‑Service Acceleration: Deliver capabilities that increase adoption of AI-powered IVR self‑service and improve call containment.
• Intelligent Routing Optimization: Design and implement advanced routing strategies to improve efficiency, customer resolution, and operational outcomes.
• Voice Channel Innovation: Enable personalized, AI-driven voice experiences that materially enhance the customer journey.

• 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, elevate, and mitigate delivery, technology, and production risks in partnership with Technology and Operations teams.

• 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.

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…