Operations Technology Call Center Application Developer

The Applications Development Intermediate 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:

• Utilize knowledge of applications development procedures and concepts, and basic knowledge of other technical areas to identify and define necessary system enhancements, including using script tools and analyzing/interpreting code
• Consult with users, clients, and other technology groups on issues, and recommend programming solutions, install, and support customer exposure systems
• Apply fundamental knowledge of programming languages for design specifications.
• Analyze applications to identify vulnerabilities and security issues, as well as conduct testing and debugging
• Serve as advisor or coach to new or lower level analysts
• Identify problems, analyze information, and make evaluative judgements to recommend and implement solutions
• Resolve issues by identifying and selecting solutions through the applications of acquired technical experience and guided by precedents
• Has the ability to operate with a limited level of direct supervision.
• Can exercise independence of judgement and autonomy.
• Acts as SME to senior stakeholders and /or other team members.
• 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 regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.

Qualifications:

• 2-5 years of relevant experience in the Financial Service industry
• Intermediate level experience in Applications Development role
• Consistently demonstrates clear and concise written and verbal communication
• Demonstrated problem-solving and decision-making skills
• Ability to work under pressure and manage deadlines or unexpected changes in expectations or requirements

Education:

• Bachelor’s degree/University degree or equivalent experience

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

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. Run what you build.
• Monitoring current and future trends and advancements in AI, machine learning, and other emerging technologies. Measure the performance & adjust.
• 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/BT testing for conversation flows.

Good to Have:

• Experience with cloud computing platforms (e.g., AWS, Azure, GCP).
• Experience with MLOps practices.
• Contributions to open-source AI/ML or NLP projects.
• Experience with Generative AI models and applications.
• Deeper expertise with Kore.ai platform, including NLP training and batch testing (preferred for one position).
• Experience with Java and Spring Boot.
• Knowledge of Unix/Linux operating systems.
• Knowledge of Kore.AI Conversational platform
• Knowledge of Loggly & Splunk logging management applications.
• Knowledge of Figma UI toolset.

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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.

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