Citigroup is looking to solve the problem of delivering generative AI-powered Agent Assist solutions across the enterprise contact center and desktop environment, ensuring scalability, security, compliance, and alignment with customer experience and operational efficiency goals.
Requirements
- Strong understanding of ASR (e.g., Google), NLP, LLMs, and model fine-tuning.
- Proven experience in generative AI solution delivery, conversational AI, and integrating AI into complex enterprise environments.
- Deep technology knowledge with at least 5 + years in AI, contact center technology, or desktop delivery.
- Bachelor’s degree in Computer Science, Information Systems, AI/ML, or related field (Master’s preferred).
- 10+ years in product delivery leadership
- Demonstrated track record of managing cross-functional teams and delivering high-impact technology programs.
- Experience with AI governance frameworks for transparency, bias mitigation, and audit readiness.
Responsibilities
- Lead end-to-end delivery of Gen AI Agent Assist features from concept to production, ensuring roadmap milestones are met on time and within budget.
- Translate strategic objectives into detailed work plans for delivery teams.
- Coordinate multiple delivery squads across engineering, desktop delivery, contact center operations, and AI governance.
- Work closely with solution architects to ensure Agent Assist features integrate seamlessly into desktop platforms and enterprise systems.
- Oversee model selection, fine-tuning, and performance optimization in collaboration with AI/ML engineers.
- Ensure AI features meet enterprise security, compliance, and privacy requirements.
- Monitor production performance, including latency, accuracy, and AI suggestion adoption rates.
Other
- Manage a team of professionals, conducting personnel duties (performance evaluations, hiring, disciplinary actions).
- Manage external partner/vendor relationships (negotiations, agreements, ongoing relationships).
- Provide coaching, mentorship, and performance management for team members.
- Promote a culture of innovation, continuous improvement, and responsible AI usage.
- Bachelor’s degree in Computer Science, Information Systems, AI/ML, or related field (Master’s preferred).
