Call Center AI / ML Developer (Assistance Vice President)

Overview of the Role:

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.

The Applications Development 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:

• Designing, implementing, and maintaining secure and stable AI/ML solutions using leading AI technology frameworks, including conversational AI solutions

• Aligning AI/ML use cases with business strategies and key performance indicators and other metrics

• Working closely and lead software engineers to build new applications to run on AI/ML platforms

• Perform data analysis, feature engineering, and NLP training to optimize model performance

• Monitoring current and future trends and advancements in AI, machine learning, and other emerging technologies

• Provide vision for relevant technology systems, including those that support enterprise risk management and independent compliance applications, ensuring that engineers use  blueprints, architecture, patterns, and design.

• Explore and prototype novel techniques in generative AI/ML including fine-tuning, reinforcement learning with various of reward strategies, transfer learning, and multimodal alignment.

• Build and maintain chatbot solutions using bot builder platforms

• Interfaces with vendors to assess their technology and to guide their product roadmap based on Citi requirements.

• Requires sophisticated analytical thought to resolve issues in a variety of complex situations.

• Develop and maintain applications using Node.js and JavaScript, along with relevant frameworks.

• Contribute to the development of Generative AI use cases and proof-of-concept projects.

• Uses developed communication skills to negotiate and often at higher levels.

• Collaborate with cross-functional teams to integrate AI/ML and NLP solutions into existing products and systems.

• Perform batch testing and quality assurance of chatbot performance and other NLP applications.

• Develop and maintain NLP pipelines for text processing and analysis.

• Implement API and system integrations.

• Manage databases for storing and retrieving user data using MongoDB, SQL, or other NoSQL databases.

• Conduct A/B testing for conversation flows.

Qualifications:

• 5+ years of relevant