IVR Testing Analyst
Primary stack
Nice to have's
Job description
About the Position
IVR Testing Analyst
Location: Chennai, Tamil Nadu, India
Job Type: Hybrid
Posted: Apr. 17, 2026
At Citi, you’ll have the opportunity to grow your career, give back to your community, and make a real impact. Join us as an IVR Testing Analyst and be part of a team dedicated to excellence in IVR Conversational AI and Automation Testing.
Responsibilities
- Provide assistance with product or product component development within the IVR testing domain.
- Conduct product evaluations of vendors when necessary.
- Assist with application prototyping and recommend solutions around implementation.
- Learn and apply features of the Cyara tool used in 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 applications that can be automated for all Lines of Business.
- Develop apps in the Cyara tool, building CX models, and generating 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 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.
- Communicate with associates of different levels and Lines of Business through reporting and presentations.
Requirements
- 5-7 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, Cust Service in a banking industry would be an advantage.
- Technical experience – Sound knowledge on query & rational Data base.
- 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 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 an as-needed basis.
Education
- Bachelor’s degree/University degree or equivalent experience.
Job Family Group
Technology
Job Family
Technology Quality
Time Type
Most Relevant Skills
Please see the requirements listed above.
Other Relevant Skills
IVR Testing.
About the Company
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 Accessibility at Citi.
View Citi’s EEO Policy Statement and the Know Your Rights poster.
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About the Company Citi is a global financial services company employing over 225,000 people worldwide. The company offers a wide range of financial products and services, including banking, wealth management, and investment banking. Citi is committed to career growth, community service, and making a significant impact. Products, Services & Tech Stack Core Solutions Banking & International Wealth Markets Treasury and Trade Solutions Global FX Citi Global Wealth Services Operations Technology Technologies & Frameworks AML Detection Testing Services Client Onboarding Regional Investigations HR Country Business Partners CCB ICG Admin & Miscellaneous XiP and Margin Technology Prime Finance Technology ISG Documents Technology Counterparty Credit Risk Analytics Lending Ops Global Process Owner and Transformation Service Management - Production Support Know Your Customer Global Screening Organization ISG KYC Banking ICRM - International Compliance Country Sourcing Project Scope & Target Clients Client Base Banking Wealth Hybrid Engineering Scale On-Site/Resident Entry Level Executive Professional Student and Grad Programs Early Career