IVR systems telephony technologies and release quality governance

Key Responsibilities:

Act as the SME for IVR and Contact Center testing driving test strategy planning execution and quality assurance
Validate IVR call flows DTMF inputs prompts menu navigation routing logic transfers callbacks and queue management
Lead testing of speech enabled IVR systems voice recognition chatbot interactions and agent hand off scenarios
Perform end to end testing across contact center applications and integrated platforms
Manage defects release readiness stakeholder communication and testing governance
Mentor QA teams and drive best practices and continuous improvement initiatives

Technical Requirements:

Strong expertise in IVR Testing and Contact Center Testing
Experience with Amazon Connect Genesys Avaya or similar platforms
Knowledge of SIP VoIP PSTN ACD Call Recording Systems and IVR infrastructure
Hands on experience in Call Flow Validation Routing Logic Speech Recognition Chatbot Testing and Customer Journey Testing
Experience in Defect Management Test Leadership and Release Governance

Additional Responsibilities:

IVR Testing Contact Center Testing Amazon Connect Genesys Avaya SIP VoIP Call Flow Validation Speech Recognition Customer Journey Testing ACD PSTN Chatbot Testing Test Lead Domain SME

Preferred Skills:

Technology->Communication->IVR/CCT->Genesys,Technology->Functional Testing->IVR Testing,Technology->Infrastructure-Contact Center->IVR Concepts,Technology->Testing Technologyes->Test Automation Technology

Project Manager- Contact Center