IVR and Telephony Senior Analyst

Job Description

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.

Core Objectives

• 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.
  
  

Responsibilities:

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

Qualifications:

• 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.
  
  

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

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Job Family Group:

Product Management and Development

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Job Family:

Digital Product Management

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Time Type:

Full time

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Primary Location:

Jacksonville Florida United States

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Primary Location Full Time Salary Range:

$125,600.00 - $188,400.00

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 time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire.

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Most Relevant Skills

Please see the requirements listed above.

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Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

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Anticipated Posting Close Date:

Apr 24, 2026

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Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.

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