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Technical Program Management Analyst, AVP
$87,280–$130,920 year
On-site · Jacksonville, Florida, United States
Job Summary
Technical Program Management Analyst within Citi's Enterprise Operations & Technology, partnering with multiple technology teams to plan and implement system enhancements for the contact center. Responsibilities include defining system scope/objectives for high-impact applications, analyzing complex business processes and requirements, coordinating across Product Owners, Business Analysts and Systems Analysts, identifying risks and security issues, coaching newer analysts, and influencing strategic functional decisions. Required skills include cloud technologies (AWS, Azure), microservices, Java-based applications, GenAI/ML/LLMs for intelligent automation in the contact center, and proficiency with Jira, Confluence, MS Project, PowerPoint, and Excel. Education typically a Bachelor’s degree with a Master’s preferred; extensive experience in TPM or related roles is expected.
Required 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 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.
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