IVR Testing Senior Analyst

Citi; New York (NY); On-site; USD 75,000 - 95,000; Full time

Job summary

Citi is seeking an IVR Testing Senior Analyst to enhance automated testing protocols while working independently and mentoring junior team members. This role demands familiarity with CYARA automation and Gen AI tools, alongside substantial experience in IVR and financial services.

In this role, you will contribute to building automated test scripts, conducting vendor evaluations, and ensuring adherence to quality standards. The ideal candidate holds a Bachelor's degree and has a proven ability to streamline operational processes.

Qualifications

• 7-10 years of relevant experience.
• Experience working in Financial Services or a global environment.
• Ability to work independently and manage multiple tasks.

Responsibilities

• Build automated test scripts for improved work throughput.
• Conduct product evaluations and mentor junior team members.
• Ensure quality standards are met using the Cyara Automation product.

Skills

CYARA automation software

Gen AI tools

IVR experience

Operational process change

Analytic/diagnostic skills

Education

Bachelor’s degree or equivalent experiences

Tools

Cyara Tool

Job description

IVR Testing Senior Analyst

Job Req Id: 26956756

Location(s): Chennai, Tamil Nadu, India

Job Type: On-Site/Resident

Posted: Apr. 17, 2026

Job Overview

IVR Conversational AI and Automation Testing – C11

The Testing Intermediate Analyst is a developing professional role. Deals with most problems independently and has some latitude to solve complex problems. Integrates in-depth specialty area knowledge with a solid understanding of industry standards and practices. Good understanding of how the team and area integrate with others in accomplishing the objectives of the subfunction / job family. Applies analytical thinking and knowledge of data analysis tools and methodologies. Requires attention to detail when making judgments and recommendations based on the analysis of factual information. Typically deals with variable issues with potentially broader business impact. Applies professional judgment when interpreting data and results. Breaks down information in a systematic and communicable manner. Developed communication and diplomacy skills are required in order to exchange potentially complex/sensitive information. Moderate but direct impact through close contact with the businesses' core activities. Quality and timeliness of service provided will affect the effectiveness of own team and other closely related teams.

Responsibilities

• Focus on building automated test scripts to improve quantity and quality of work throughput for the three LOBs (Retail Banking/CRS/Brands). In addition to building IVR automation, work on BOT and Digital efforts & Gen AI for automation.
• Intermediate level position responsible for a variety of automation activities including the design and use of software in coordination with the Technology team. Ensure quality standards are met within existing and planned frameworks primarily using the Cyara Automation product.
• Provide assistance with a product or product component development within the IVR testing domain.
• When necessary, conduct product evaluations of vendors.
• Assist with training activities, mentor junior team members and ensure team’s adherence to all control and compliance initiatives.
• Assist with application prototyping and recommend solutions around implementation. Learn and apply features of the Cyara tool that can be used in the IVR testing.
• Provide third line support to identify the root cause of issues and react to IVR application outages as needed.
• Work with the Manager to identify and prioritize the small and medium applications that can be automated for all Line of Business.
• Develop within the Cyara tool the apps to be automated, build CX models and generate test cases. Maintain and keep up to date the apps already automated.
• Proactively identify IVR opportunities to automate.
• Responsible for the Cyara monthly monitoring of the quality message playing in the IVR for all Front End and direct dial TFNs, and the Military Lending Act for Brands and Citi Retail Services.
• Support projects and provide project status updates to the project manager. Perform the Bot testing for the Conversational IVR Projects in English and Spanish, using the Cyara Tool and Kore.ai.
• Build digital efforts for automation through CBOL/MBOL.
• Partner with all 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 the organization in the apps that are created for automation.
• 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, and escalating, managing and reporting control issues with transparency. Ensure that the automation testing follows the audit process and obtain all the documentation needed for audit.
• Able to communicate with associates of different levels and Line of Business through reporting and presentations.

Qualifications

• 7-10 years of relevant experience.
• Exposure to CYARA automation software preferred.
• Exposure to Gen AI tools, Prompt Engineering certifications will be an added advantage.
• Experience in Chat Ops, IVR, Customer Service in a banking industry would be an advantage.
• Technical experience – Sound knowledge of query & rational database.
• Experience working in Financial Services or a large complex and/or global environment.
• Experience in the writing of testing scripts/scenarios.
• Consistently demonstrates clear and concise written and verbal communication.
• Comprehensive knowledge of design metrics, analytics tools, benchmarking activities and related reporting to identify best practices.
• Demonstrated analytic/diagnostic skills.
• Ability to work independently, multi-task, and take ownership of various parts of a project or initiative.
• Ability to work under pressure and manage to tight deadlines or unexpected changes in expectations or requirements.
• Proven track record of operational process change and improvement.
• Working knowledge of software programming and algorithms.
• Comprehensive knowledge of the Cyara Tool will be an advantage.
• Primary Job Hours: 3:30 PM – 12:30 AM India Time M-F. Some weekend work necessary for install coverage to be determined on as needed basis.

Education

• Bachelor’s degree/University degree or equivalent experiences.

Job Family Group: Technology

Job Family: Technology Quality

Time Type: Full time

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. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review, see Accessibility at Citi. View Citi’s EEO Policy Statement and the Know Your Rights poster.