Testing Senior Manager

Discover your future at Citi

Working at Citi is far more than just a job. A career with us means joining a team of more than 230,000 dedicated people from around the globe. At Citi, you’ll have the opportunity to grow your career, give back to your community and make a real impact.

Job Overview

The IVR Testing Manager is responsible for defining, executing, and governing end-to-end testing strategies for Interactive Voice Response (IVR) platforms across multiple lines of business. Integrates subject matter and industry expertise within a defined area. Contributes to standards around which others will operate. Requires in-depth understanding of how areas collectively integrate within the sub-function as well as coordinate and contribute to the objectives of the entire function. Requires basic commercial awareness. Developed communication and diplomacy skills are required in order to guide, influence and convince others, in particular colleagues in other areas and occasional external customers. Has responsibility for volume, quality, timeliness and delivery of end results of an area. May have responsibility for planning, budgeting and policy formulation within area of expertise. Involved in short-term planning resource planning. Full management responsibility of a team, which may include management of people, budget and planning, to include duties such as performance evaluation, compensation, hiring, disciplinary and terminations and may include budget approval. Manages initiatives related to User Acceptance Testing (UAT) process and product rollout into production. Testing specialists who work with technology project managers, UAT professionals and users to design and implement appropriate scripts/plans for an application testing strategy/approach. Responsibilities may also include software quality assurance testing.

Responsibilities:

• Accountable for IVR testing including functional, regression, integration, performance, and user acceptance testing (UAT).
• Develop test plans, scripts, and scenarios covering call flows, prompts, grammars, backend integrations, and failover scenarios.
• Ensure testing aligns with business requirements, customer journeys, and regulatory standards.
• Experience with test management tools and defect tracking systems (e.g., Jira, Zephyr, Cyara, HP ALM, Azure DevOps).
• Establish quality metrics and acceptance criteria for IVR releases.
• Lead execution of IVR test cycles across UAT, and production validation.
• Identify, log, prioritize, and track defects, working closely with technology teams and business partners to drive resolution.
• Perform post-release validation and monitor early-life production issues.
• Drive adoption of IVR test automation, where feasible, to improve coverage and reduce manual effort.
• Maintain test data and test environments to support repeatable and reliable testing.
• Partner with Operations, Technology, and Vendor teams to ensure shared understanding of testing outcomes and risks.
• Provide clear status updates and executive summaries on testing progress, risks, and readiness for release.
• Coordinate testing across multiple platforms (e.g., Cisco, Avaya, Genesys, cloud-based IVR).
• Standardize testing processes and promote best practices across programs.
• Analyze defect trends and production issues to identify root causes and systemic gaps.
• Proven ability to lead cross-functional teams and manage competing priorities across multiple releases.
• Strong communication skills, with ability to:
  • Translate technical issues for non-technical stakeholders
  • Present concise risk-based recommendations to leadership
• Experience with IVR test automation or speech analytics tools.
• Exposure to digital self-service optimization (containment, call deflection, customer effort reduction).
• Strong understanding of SDLC, Agile, and waterfall delivery models.
• Ability to balance speed, quality, and compliance in high-volume production environments.

Qualifications:

• 6-10 years project management experience or experience leading large scale transformational, global change.
• In-depth understanding of Systems Development Life Cycle processes
• Thorough understanding of end to end testing processes, Quality Center and other testing related tools
• Requires communication and diplomacy skills and an ability to persuade and influence.
• Proficient in Spanish & English

Education:

• Bachelor’s/University degree preferred

• Buscamos un líder con 6-10 años de experiencia en gestión de proyectos o liderazgo de cambio transformacional, con una experiencia CRÍTICA y probada en el testing y la gestión de plataformas IVR.
• Con un sólido conocimiento de las metodologías de prueba, SDLC/Agile, experiencia con herramientas de gestión de pruebas (ej. Jira, Cyara), y un fuerte enfoque en la automatización de pruebas IVR.
• Es indispensable que haya liderado equipos, que posea fuertes habilidades analíticas, de resolución de problemas y de comunicación (traduciendo lo técnico a lo no técnico), y que entienda la optimización de la experiencia de autoservicio digital.
• Que tenga conocimiento, manejo, y experiencia en AI.

------------------------------------------------------

Job Family Group:

Technology

------------------------------------------------------

Job Family:

Technology Quality

------------------------------------------------------

Time Type:

Full time

------------------------------------------------------

Most Relevant Skills

Please see the requirements listed above.

------------------------------------------------------

Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

------------------------------------------------------

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.