IVR Testing Analyst

Citi; New York (NY); On-site; USD 70,000 - 90,000; Full time

Job summary

Citi is seeking an IVR Testing Analyst to enhance automation testing processes within its interactive voice response systems. In this role, you will develop automated test scripts, provide support for application prototyping, and monitor IVR quality across different lines of business. The ideal candidate has 5-7 years of experience, especially in banking contexts, and familiarity with the Cyara Tool.

The position requires both independent work and collaboration, with a focus on delivering timely results under pressure.

Qualifications

• 5–7 years of relevant experience.
• Experience working in financial services or a large, complex environment.
• Ability to work under pressure and meet tight deadlines.

Responsibilities

• Build automated test scripts to improve work quality for three LOBs.
• Conduct product evaluations of vendors when necessary.
• Develop automated applications in Cyara and generate test cases.

Skills

Analytic and diagnostic skills

Testing script writing

Communication skills

Knowledge of query and relational databases

Automation experience (CYARA)

IVR and ChatOps experience

Education

Bachelor’s degree or equivalent experience

Tools

Cyara Tool

Gen AI tools

Job description

IVR Testing Analyst

Location: Chennai, Tamil Nadu, India

Job Type: On-Site/Resident

Posted: Apr. 17, 2026

Job Overview

IVR Conversational AI and Automation Testing – C10. The Testing Intermediate Analyst is a developing professional role that deals with most problems independently and has latitude to solve complex problems. It integrates in‑depth specialty area knowledge with a solid understanding of industry standards and practices. It requires attention to detail when making judgments and recommendations based on factual information, applies analytical thinking and data analysis tools, and communicates findings in a systematic and clear manner. This role has a moderate but direct impact through close contact with the businesses’ core activities and the quality and timeliness of service provided directly affect the effectiveness of own team and other related teams.

Responsibilities

• Build automated test scripts to improve quantity and quality of work for the three LOBs (Retail Banking/CRS/Brands). Work on BOT and Digital efforts and Gen AI automation.
• Assist product or component development within the IVR testing domain.
• Conduct product evaluations of vendors when necessary.
• Assist with application prototyping and recommend implementation solutions; learn and apply Cyara tool features for IVR testing.
• Provide third‑line support to identify root causes of issues and react to IVR application outages as needed.
• Work with the manager to identify and prioritize small and medium applications that can be automated across all Lines of Business.
• Develop automated applications in Cyara, build CX models, generate test cases, and maintain automated apps.
• Proactively identify IVR automation opportunities.
• Monthly monitor quality messages in IVR for all Front End and direct‑dial TFNs, and the Military Lending Act for Brands and Citi Retail Services.
• Support projects and provide status updates to the project manager.
• Perform bot testing for Conversational IVR projects in English and Spanish using the Cyara Tool and Kore.ai.
• Build digital automation efforts through CBOL/MBOL.
• Partner with IVR testing teams to identify requirements and assist with defining application/system requirements and processes.
• Create installation documentation, training materials, and deliver training to support automation applications.
• Assess risk when making business decisions, ensuring compliance with laws, rules, regulations, and audit processes.
• Communicate with associates of all levels and Lines of Business through reporting and presentations.

Qualifications

• 5–7 years of relevant experience.
• Exposure to CYARA automation software preferred.
• Exposure to Gen AI tools; prompt engineering certifications are an added advantage.
• Experience in ChatOps, IVR, and customer service in a banking environment is advantageous.
• Technical experience – sound knowledge of query and relational database concepts.
• Experience working in financial services or a large, complex, and/or global environment.
• Experience in writing testing scripts and scenarios.
• Consistent, clear, and concise written and verbal communication skills.
• Comprehensive knowledge of design metrics, analytics tools, benchmarking activities, and related reporting to identify best practices.
• Demonstrated analytic and diagnostic skills.
• Ability to work independently, multitask, and take ownership of various project components.
• Ability to work under pressure and meet tight deadlines or unexpected changes in expectations.
• Proven track record of operational process change and improvement.
• Working knowledge of software programming and algorithms.
• Comprehensive knowledge of the Cyara Tool is an advantage.
• Primary job hours: 3:30 PM – 12:30 AM India Time, Monday through Friday; some weekend coverage may be required on an as‑needed basis.

Education

• Bachelor’s degree, university degree, or equivalent experience.

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