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Job Overview

The Applications Development Intermediate Programmer Analyst is an intermediate level position responsible for participation in the establishment and implementation of new or revised application systems and programs in coordination with the Technology team. The overall objective of this role is to contribute to applications systems analysis and programming activities.

Responsibilities:

• Utilize knowledge of applications development procedures and concepts, and basic knowledge of other technical areas to identify and define necessary system enhancements, including using script tools and analyzing/interpreting code
• Consult with users, clients, and other technology groups on issues, and recommend programming solutions, install, and support customer exposure systems
• Apply fundamental knowledge of programming languages for design specifications.
• Analyze applications to identify vulnerabilities and security issues, as well as conduct testing and debugging
• Serve as advisor or coach to new or lower level analysts
• Identify problems, analyze information, and make evaluative judgements to recommend and implement solutions
• Resolve issues by identifying and selecting solutions through the applications of acquired technical experience and guided by precedents
• 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:

• 5+ years of relevant experience in the Financial Service industry
• • Experience in programming of software applications
  • NLP Knowledge: Familiarity with natural language processing and understanding(NLP/NLU).
  • Chatbot Development: Previous experience in developing chatbots or conversational interfaces is preferred.
  • Strong experience in Java scripting, python
  • Understanding in NodeJS is preferred.
  • Ability to work under pressure and manage deadlines or unexpected changes in expectations or requirements
• Intermediate level experience in Applications Development role
• Consistently demonstrates clear and concise written and verbal communication
• Demonstrated problem-solving and decision-making skills
• Ability to work under pressure and manage deadlines or unexpected changes in expectations or requirements

Education:

• Bachelor’s degree/University degree or equivalent experience

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

• Design, develop, and implement complex conversational AI workflows and virtual assistants for IVR contact center applications using chosen conversational AI platforms.
• Configure and optimize platform components, including NLU models, intents, entities, dialogue flows, context management, and channel integrations (specifically for voice/IVR).
• Integrate virtual assistants with backend systems, databases, CRM, and other enterprise applications using APIs and webhooks to facilitate dynamic and personalized interactions.
• Analyze existing legacy IVR systems, identifying key functionalities, call flows, business rules, and customer interaction patterns.
• Translate legacy IVR requirements into scalable and intelligent conversational designs within the new AI platform, ensuring functionality parity and enhancing customer experience.
• Lead the technical migration effort, including data mapping, flow reconstruction, and integration with telephony systems (e.g., SIP, CTI) to ensure seamless transition to the new IVR solution.
• Develop and refine NLU models to accurately understand user intent, extract relevant entities, and manage conversational context for IVR interactions.
• Continuously monitor and analyze NLU performance, identifying areas for improvement and iteratively enhancing model accuracy and coverage.
• Design conversational prompts and responses that are clear, concise, and natural-sounding, optimizing the voice user experience (VUI) within the IVR.
• mplement monitoring solutions to track the performance of IVR applications, including NLU accuracy, conversation completion rates, fallback rates, and integration stability.
• Analyze usage data and conversational logs to identify patterns, user pain points, and opportunities for continuous improvement.
• Optimize conversational AI solutions for scalability, performance, and reliability under high call volumes.
• Experience with Kore.ai vendor product is preferred.

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Job Family Group:

Technology

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Job Family:

Applications Development

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Time Type:

Full time

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Most Relevant Skills

Please see the requirements listed above.

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Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

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Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.