About Citi:
Citi, the leading global bank, has approximately 200 million customer accounts and does business in more than 160 countries and jurisdictions. Citi provides consumers, corporations, governments, and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, transaction services, and wealth management.
As a bank with a brain and a soul, Citi creates economic value that is systemically responsible and in our clients' best interests. Our Operations & Technology teams are charged with a mission that rivals any large tech company, providing the technical tools our workers need to be successful and ensuring our platforms provide a first-class customer experience.
Our commitment to diversity includes a workforce that represents the clients we serve from all walks of life, backgrounds, and origins. We foster an environment where the best people want to work. If you are a problem solver who seeks passion in your work, come join us.
The Infrastructure Technology Lead Analyst is an intermediate level role responsible for assisting with LAN / WAN and help desk administration activities, including network maintenance, technical guidance, and security in coordination with the Technology Infrastructure team. The overall objective is to use infrastructure technology knowledge and identified policies to process data, resolve issues, and execute administrative tasks.
Responsibilities:
- Architect role for Contact Center infrastructure
- Understand solution in depth and how it integrates with other Citi systems to deliver business value.
- Support all teams globally.
- Work closely with cross-functional teams, including engineering, product management, operations, and executive leadership, to achieve project objectives.
- Develop and manage the program roadmap.
- Define program objectives, scope, deliverables, and success criteria in collaboration with stakeholders.
- Identify and manage dependencies between projects within the program.
- Communicate program status, risks, and issues to stakeholders and executive leadership.
- Facilitate stakeholder meetings to review progress, gather feedback, and make informed decisions.
- Implement and manage program governance standards and process.
- Identify, assess, and manage program risks, developing mitigation strategies where necessary.
- Ensure proactive problem resolution and escalate issues as appropriate.
- Make recommendations for cost optimization and efficiency improvements.
- Manage vendor relationships.
- Solve/work high impact problems/projects, and provide resolution to restore services.
- Provide Root Cause Analysis (RCA) post restoration of service.
- Design testing approaches, complex processes, and assist with the automation of repetitive tasks.
- Provide technical/strategic direction to team members.
- Review requirement documents, define software requirements and update processes and procedures as necessary.
- Ensure ongoing compliance with regulatory requirements.
- Conduct project related research.
- Operate with a limited level of direct supervision.
- Exercise independence of judgement and autonomy.
- Act as SME to senior stakeholders and/or other team members.
- Assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets.
Qualifications:
- Bachelor's degree in computer science, information technology, or a related field.
- 3 or more years of experience in NICE CXone and/or Genesys CX environments.
- 3 or more years of software development, including design, custom and common coding (JavaScript, Python, Java, C#), and testing of real-time systems.
- Experience with enterprise level CCaaS architecture for complex business needs.
- Experience creating and presenting to executive level stakeholders (technical and non-technical).
- Excellent customer-facing presentation skills.
- Existing knowledge and/or industry certifications for NICE CXone and/or Genesys CX.
- Contact Center as a Service (CCaaS) software management experience.
- NICE CXone and CXone Studio Experience.
- Genesys CX Architect Experience.
- Business Optimization experience in call centers.
- Engineering Services experience in specialized technical & functional areas.
- Proficiency in products like Confluence, JIRA, draw.io.
- Strong technical, analytical, and problem-solving skills.
- Effective written and verbal communication skills.
- Ability to communicate technical concepts to a non-technical audience.
Education:
- Bachelors/University degree, Masters degree preferred.
Job Family Group: Technology
Job Family: Infrastructure
Time Type: Full time
Primary Location: Irving Texas United States
Primary Location Full Time Salary Range: $125,760.00 - $188,640.00
In addition to salary, Citi's offerings may also include 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.
Anticipated Posting Close Date: Oct 03, 2024
Citi is an equal opportunity and affirmative action employer. Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
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