Sr. Telephony Contact Center Operations - Tier 3 - VP

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 Enterprise 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.

About Our Team:

Citi Technology Infrastructure (CTI) provides the critical technical foundation for Citi’s operations and is responsible for delivering reliable IT solutions, scalable infrastructure services, and secure capabilities while creating a trusted customer experience and enabling Citi’s workforce to be the best for our clients. Making the bank simpler, greener, and better connected while powering it with trusted, well-secured data, and automating policy enforcement through code are all at the heart of our refreshed global strategy. Data Quality, Simplification, Environmental Stability, Automation, and Service Excellence are the key pillars and priorities on our strategic journey.

CTI Business Operations enables technology managers across the organization to effectively manage their resources and deliver their commitments in support of CTI's strategy, goals, and performance metrics. This is achieved through the provision of commercial aspects of CTI, analytics and reporting (including expense and productivity), workforce, real estate, supplier management, leadership and talent development, including entry level and pipeline programs, and employee engagement and communications.

In CTI, we are focused on delivering the best for our clients, and we know that to do this we need a talented team with diverse experiences, backgrounds and skills.

Job Overview:

The End User Voice and Contact Center Tier III Integration & Support team is responsible for providing senior level technical support and delivery to internal Citigroup businesses on a global basis. This specific role is dedicated to conduct troubleshooting, request fulfillment, remote support, trouble ticket escalation, monitoring and follow-up throughout the resolution cycle for all supported call center voice products across the Globe.  This position will be specifically focused on maintaining and deployment of the Avaya Aura System/Communication Manager contact center solution. 

The successful candidate must have an expert understanding of the Avaya Aura System/Communication Manager contact center solution, preferably at the enterprise level, having worked with the platform a minimum of 5 years.  Contact Center as a Service (CCaas) experience preferred.

Responsibilities:

• Troubleshoot problems and manage escalations, provide solution for process issues.

• Close cooperation with technical experts to resolve problems.

• Conducting incident diagnosis and determining the most effective way of resolving it.

• Participating in testing new tools and developing operational requirements.

• Drive automation initiatives for the system maintenance activities.

• Assist in audit and compliance efforts including risk review, business monitoring, documentation of policies and procedures.

• Participation in occasional auditing projects.

• Liaising with local support groups to automate processes to increase group’s efficiency.

• Support