Citi · 14 hours ago
IVR and Telephony Senior Analyst
Irving, TX
Full-time
Onsite
Mid, Senior Level
$139K/yr - $208K/yr
3+ years expCiti is seeking a highly capable and experienced Program Manager to drive the end-to-end delivery of features and functionality within their Next-Generation IVR and Telephony Routing initiatives. The successful candidate will be responsible for designing and documenting requirements for solutions leveraging cutting-edge technologies to revolutionize customer interaction capabilities.
BankingFinanceFinancial Services
Responsibilities
Own the end-to-end delivery of specific next-generation IVR and telephony features, from conception to deployment
Act as the primary interface between business stakeholders and technology teams, ensuring clear communication and alignment on requirements and solutions
Drive the design and comprehensive documentation of detailed technical and functional requirements for new IVR and telephony capabilities
Deliver features that accelerate customer adoption of AI-powered IVR self-service and improve containment
Implement and optimize routing features to enhance efficiency and customer resolution
Deliver features that transform the voice channel experience through personalized, AI-driven interactions
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
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
Serve as the primary communication bridge between business partners and technology development teams, ensuring mutual understanding and alignment throughout the project lifecycle
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
Monitor post-launch feature performance, gather feedback, and identify opportunities for continuous improvement and optimization
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
Identify, escalate, and help mitigate risks and issues related to feature delivery, including production incidents, in collaboration with Technology and Operations
Qualification
Required
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
Preferred
Experience with Cisco and Avaya telephony platforms is highly preferred
Benefits
Medical, dental & vision coverage
401(k)
Life, accident, and disability insurance
Wellness programs
Paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays
Company
Citi
Citi's mission is to serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress.
10001+ employees
H1B Sponsorship
Citi has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
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Trends of Total Sponsorships
2025 (1386)
2024 (849)
2023 (1375)
2022 (1117)
2021 (876)
2020 (901)
Funding
Current Stage
Late StageLeadership Team
James Monahan
Managing Director / Global Head of Asset Servicing
Naveed Sultan
Managing Director, Chairman, Institutional Clients Group
Recent News
2026-02-04
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