The Intmd Analyst is an intermediate level position responsible for a variety of automation activities including the design and use of software in coordination with the Technology team. The overall objective of this role is to ensure quality standards are being met within existing and planned frameworks primarily using the Cyara Automation product
Responsibilities
Provide assistance with a product or product component development within the IVR testing domain
When necessary, conduct product evaluations of vendors
Assist with application prototyping and recommend solutions around implementation. Learn and apply features of the Cyara tool that can be used in the IVR testing.
Provide third line support to identify the root cause of issues and react IVR application outages as needed
Work with the Manager to Identify and prioritize the small and medium applications that can be automated for all Line of Business.
Develop in the Cyara tool the apps to be automated. building CX models and generating test cases. Maintain and keep up to date the apps already automated.
Proactively identify IVR opportunities to automate.
Responsible for the Cyara Monthly Monitoring of the Quality Message playing in the IVR for all Front End and direct dial TFNs, and the Military Lending act for Brands and Citi Retail Services.
Support projects and provide project status updates to project manager. Perform the Bot testing for the Conversational IVR Projects in English and Spanish, using the Cyara Tool and Kore.ai
Build digital efforts for automation through CBOL/MBOL
Partner with all IVR testing teams to identify requirements and assist with defining application/system requirements and processes
Create installation documentation, training materials, and deliver training to support the organization in the apps that are created for automation
Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency. Make sure that the automation testing Follow the Audit Process and obtain all the documentation needed for audit.
Able to communicate with associates of different levels and Line of Business through reporting and presentations.
Qualifications
5-7 years of relevant experience
Exposure to CYARA automation software preferred
Exposure to Gen AI tools, Prompt Engineering Certifications will be an added advantage
Experience in Chat Ops, IVR, Cust Service in a banking industry would be an advantage
Technical experience – Sound knowledge on query & rational Data base
Experience working in Financial Services or a large complex and/or global environment
Experience in the writing of testing scripts/scenarios
Consistently demonstrates clear and concise written and verbal communication
Comprehensive knowledge of design metrics, analytics tools, benchmarking activities and related reporting to identify best practices
Demonstrated analytic/diagnostic skills
Ability to work independently, multi-task, and take ownership of various parts of a project or initiative
Ability to work under pressure and manage to tight deadlines or unexpected changes in expectations or requirements
Proven track record of operational process change and improvement
Working knowledge of software programming and algorithms
Comprehensive knowledge of the Cyara Tool will be an advantage
Primary Job Hours: 3:30 PM – 12:30 AM India Time M-F. Some weekend work necessary for install coverage to be determined on as needed basis
Education
Bachelor’s degree/University degree or equivalent experiences
Job Family Group
Technology
Job Family
Technology Quality
Time Type
- Most Relevant Skills
- Please see the requirements listed above.
- Other Relevant Skills
- IVR Testing.
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.
If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi.
View Citi’s EEO Policy Statement and the Know Your Rights poster.
