Technical Program Management Analyst, AVP

About the role

The Technical Program Management Analyst is a seasoned professional role operating within the Contact Center Operations team within our Operations Technology group in Citi. This role applies in-depth disciplinary knowledge, contributes to the development of new techniques and the improvement of processes and work-flow for the area or function. The role integrates subject matter and industry expertise within a defined area and requires an in-depth understanding of how areas collectively integrate within the sub-function as well as coordinate and contribute to the objectives of the function and overall business.

Responsibilities

• 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 implement 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.
• Pairs 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.

Qualifications

• 5+ 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.
• Relevant certifications are preferred (PMP, CSM, etc.).
• 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.

Education

A Bachelor’s/University degree, Master’s degree preferred.