Application Support Lead, Citi

Citi

Location:
United States, Irving ▼
Jacksonville

Category:
IT - Software Development

Contract Type:
Employment contract

Salary:

125760.00 - 188640.00 USD / Year

Save Job

Apply Position

Job Description:

The Application Support Lead role at Citi involves providing technical expertise on contact center operations. This hybrid role focuses on supporting applications like live chat, chatbot platforms, and Interactive Voice Response systems. The candidate will leverage technology expertise in cloud platforms like AWS and Azure, and implement Generative AI and large language models to enhance intelligent automation in the contact center environment while addressing risks and providing leadership.

Job Responsibility:

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
Partners 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
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

Requirements:

6+ 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
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

Nice to have:

IVR experience is a significant plus
prior experience with GenAI in a contact center context

What we offer:

medical, dental & vision coverage
401(k)
life, accident, and disability insurance
wellness programs
paid time off packages including vacation, sick leave, and paid holidays
discretionary and formulaic incentive and retention awards

Additional Information:

Job Posted:
September 05, 2025

Expiration:
September 12, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

View All Jobs In This Company

Job Link Share:

Application Support Lead