Citi is looking to solve the problem of providing high-quality application support for its back office and contact center operations, ensuring the stability and performance of critical systems and technologies.
Requirements
6+ years experience in an Application Support, Business Analyst, or TPM role.
Leverage expertise in cloud technologies (AWS, Azure), microservices architectures, and Java-based applications to ensure high availability and performance of contact center solutions.
Apply knowledge of Generative AI (GenAI), Machine Learning (ML), and Large Language Models (LLMs) to support and optimize intelligent automation within the contact center environment; IVR experience is a significant plus.
Utilize project management and business analysis tools such as Jira, Confluence, MS Project, PowerPoint, Excel, etc. for tracking, reporting, and collaboration.
Demonstrate advanced domain expertise in workflow, chatbot and IVR technologies; prior experience with GenAI in a back-office operations and contact center context is highly desirable.
Practical problem solving and strategic thinking skills
Proficient using basic technical tools and systems
Responsibilities
Partner with multiple technology teams to ensure appropriate integration of functions to meet goals; identify and define necessary system enhancements; analyze existing system logic, identify problems; and recommend and implement solutions.
Provides expertise in the area and an advanced level of understanding of the principles of app support.
Formulates and defines systems scope and objectives for complex, high impact application enhancements and problem resolution through in-depth analysis and evaluation of complex business processes, systems and industry standards; documents requirements.
Partners with multiple technology areas and management teams to ensure appropriate integration of functions to meet their goals.
Works closely with Product Owners, Business Analysts and Systems Analysts to determine and document Systems impacts and support requirements
