Technical Program Management Analyst Lead, VP

Citi

Irving, Texas, United States

Irving, Texas, United States

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Über

Developed communication and diplomacy skills are required in order to guide, influence and convince others, in particular colleagues in other areas and occasional external customers. Provides advice and counsel related to the technology or operations of the business. Work impacts an entire area, which eventually affects the overall performance and effectiveness of the sub-function/job family. 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 implements solutions. Provides expertise in area and an advanced level of understanding of the principles of apps 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 goals. Works closely with Product Owners, Business Analysts and Systems Analysts to determine and document Systems impacts and support requirements Considers the implications of the application of technology to the current environment. Identifies risks, vulnerabilities and security issues; communicates impact; proposes risk mitigation options. Acts as advisor or coach to new or lower level analysts; allocates work. Provides in-depth analysis with interpretive thinking to define problems and develop innovative solutions. Directly impacts the business by influencing strategic functional decisions through advice, counsel or provided services. Persuades and influences others through strong and comprehensive communication and diplomacy skills Performs other duties and functions as assigned 6+ years experience in an Application Support, Business Analyst, or TPM role. Provide primary operational support for critical contact center applications, including live chat, chatbot platforms, and Interactive Voice Response (IVR) systems. 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. Practical problem solving and strategic thinking skills Demonstrated leadership, interpersonal skills and relationship building skills Service oriented attitude Ability to work in a fast-paced environment Experience working or leading requirement gathering efforts for multiple large development projects at one-time Proficient using basic technical tools and systems Good interpersonal and communication skills Bachelor's/University degree, Master's degree preferred Applications Support, Artificial Intelligence (AI), Automation, Chatbots, Contact Center Operations, Generative AI, Interactive Voice Response (IVR), Large Language Models (LLMs).
Anticipated Posting Close Date: Dec 20,

Irving, Texas, United States

Sprachkenntnisse

English

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