Citi is looking to solve the technical and business problems associated with its contact center operations, including providing support for users of Citi Applications, maintaining application systems, and ensuring stability, quality, and functionality of these systems.
Requirements
- 5+ 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 chatbot and IVR technologies; prior experience with GenAI in a contact center context is highly desirable.
- Experience installing, configuring or supporting business applications.
- Experience with some programming languages and willingness/ability to learn.
Responsibilities
- Provides technical and business support for users of Citi Applications.
- Maintains application systems that have completed the development stage and are running in the daily operations of the firm.
- Manages, maintains and supports applications and their operating environments, focusing on stability, quality and functionality against service level expectations.
- Start of day checks, continuous monitoring, and regional handover.
- Perform same day risk reconciliations
- Develop and maintain technical support documentation.
- Identifies ways to maximize the potential of the applications used
Other
- Bachelor’s/University degree or equivalent experience
- Effective written and verbal communications including ability to explain technical issues in simple terms that non-IT staff can understand.
- Demonstrated analytical skills
- Ability to plan and organize workload
- Consistently demonstrates clear and concise written and verbal communication skills
