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. As a financial institution that touches every region of the world and every sector that shapes your daily life, our Operations & Technology teams are charged with a mission that rivals any large tech company. Our technology solutions are the foundations of everything we do from keeping the bank safe, managing global resources, and providing the technical tools our workers need to be successful to designing our digital architecture and ensuring our platforms provide a first-class customer experience. We reimagine client and partner experiences to deliver excellence through secure, reliable, and efficient services.

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. We value and demand respect for others, promote individuals based on merit, and ensure opportunities for personal development are widely available to all. Ideal candidates are innovators with well-rounded backgrounds who bring their authentic selves to work and complement our culture of delivering results with pride. If you are a problem solver who seeks passion in your work, come join us. We’ll enable growth and progress together.

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

• Responsible to understand solution in depth and how it integrates with other Citi systems to deliver business value.

• The role supports all teams globally.

• Works closely with cross-functional teams, including engineering, product management, operations, and executive leadership, to achieve project objectives and align them with the company’s goals.

• 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 to minimize impact on program success.

• Make recommendations for cost optimization and efficiency improvements.

• Manage vendor relationship.

• 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

• Has the ability to operate with a limited level of direct supervision.

• Can exercise independence of judgement and autonomy.

• Acts as SME to senior stakeholders and /or other team members.

• 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.

  
  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, to include 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 with the ability to develop new solution pitches, value propositions, and demo experiences.
• Existing knowledge and/or industry certifications for NICE CXone and or Genesys CX and process automation technologies
• Contact Center as a Service (CCaaS) software management and domain experience.
• NICE CXone and CXone Studio Experience
• Genesys CX Architect Experience
• Business Optimization: deep skills around business analysis/call centers; experience in the KPIs and best practices of call centers and their operations.
• Engineering Services: experience in specialized technical & functional areas; deep technical expertise around software engineering, programming languages, integration, and/or databases.
• Skills around business analysis/call centers; experience in the KPIs and best practices of call centers and their operations.
• Proficiency in products like Confluence, JIRA, draw.io.
• Strong technical, analytical, and problem-solving skills.
• Analytical, inquisitive, service & team-oriented, friendly demeanor, early adopter.
• Ability to establish and maintain strong working relationships with key internal associates and partners.
• Self-motivated, attention to detail and excellent judgment skills.
• 5 or more years’ experience as a Contact Center Solution Architect, with a strong focus on architectural design, implementation, and support of cloud contact center solutions.
• Understanding of how specialization within area contributes to the business and of competitors' products and services
• Ability to develop projects required for design of metrics, analytical tools, benchmarking activities and best practices
• Ability to work with virtual / in-person teams, and work under pressure / to a deadline
• Experience in a Financial Services or large complex and/or global environment preferred
• Effective written and verbal communication skills
• Effective analytic/diagnostic skills
• Ability to communicate technical concepts to non-technical audience

Education:

• Bachelor’s/University degree, Master’s degree preferred

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Job Family Group:

Technology

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Job Family:

Infrastructure

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Time Type:

Full time

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Primary Location:

Irving Texas United States

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Primary Location Full Time Salary Range:

$125,760.00 - $188,640.00

In addition to salary, Citi’s offerings may also include, for eligible employees, 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. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire.

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Anticipated Posting Close Date:

Oct 03, 2024

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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.

Citigroup Inc. and its subsidiaries ("Citi”) invite all qualified interested applicants to apply for career opportunities. 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.

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View the EEO Policy Statement.

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