QA Automation IVR

• Plan, script, and execute integration, system, end-to-end, and user acceptance testing for all assigned projects, ensuring proper coverage and adherence to schedules.
• Lead test deliverables review sessions, ensuring alignment with project timelines.
• Work on multiple projects/systems as a key project team member, serving as a subject matter expert for specific projects/systems.
• Participate in Scrum ceremonies and collaborate closely with cross-functional teams.
• Understand the QA scope for assigned projects, provide estimates, and plan test activities accordingly.
• Create test cases/scripts (manual and automated), and ensure test data is properly set up for each test.
• Execute both manual and automated tests within established timelines.
• Provide QA support during release discussions and ensure testing aligns with release goals.
• Maintain and modernize the existing Automation Framework, with a focus on automating regression tests for ongoing optimization.
• Troubleshoot and resolve issues related to automation, particularly in Mobile QA Automation UI and API testing.
• Communicate status daily to leadership during functional and regression testing, ensuring that release defects are tracked and resolved.
• Proactively identify risks and issues within the team and assist in resolving them in collaboration with the immediate manager.
• Provide thought leadership in Mobile Channel Testing and contribute valuable insights for improving testing practices.
• Document and track all testing activities using Azure DevOps.
• Work with various systems, including contact center reporting and analytics, IVR/IVA, CRM, workforce management, and call routing systems.

Preferred Qualifications:

• Strong negotiation skills, with the ability to influence and share information effectively across teams.
• Proficiency with Cyara Automation Test Suite and a deep understanding of common testing methods and industry best practices.
• Experience with contact center systems, including Cisco UCCE, Verint WFO Suite, Nuance natural language IVRs, and VHT Callback.
• Genesys Cloud certification is a plus.
• Experience with Agile collaboration tools, specifically Microsoft Azure DevOps (ADO) or Jira.
• Ability to clearly explain system issues to management and establish effective working relationships with internal customers.
• Experience working in an Agile/Scrum environment.
• Knowledge of data structures, data management practices, and regulatory obligations (e.g., PCI, SOX).
• Advanced knowledge of tools for processing or displaying data in test environments.
• Understanding of voice IVR testing (manual testing, with limited automation capability).
• Familiarity with contact center technologies, including routing, reporting, workforce management, speech/text analytics, and CRM platforms.
• Experience with Genesys CX Cloud platform (preferred).

Technical Skills:

• QA Testing, Integration Testing, User Acceptance Testing (UAT), Regression Testing, Test Automation, Cyara Tool, Azure DevOps
• Contact Center Technologies, IVR, Speech Analytics, Workforce Management, Call Routing
• Agile Methodology, Jira, Test Case Creation, Test Scripting
• Mobile Testing, UI Testing, API Testing, Automation Framework

Experience:

• Minimum: 4-6 years in QA Testing with a focus on integration, system, and UAT testing.
• Maximum: 7+ years of experience, ideally with deep expertise in contact center technologies, including voice IVR and cloud platforms.