Job Details

Job Description:

• Expert knowledge of IVR automation software Cyara.
• Expert interpreting IVR VUIs (Call Flows).
• Must have worked with NLU-based IVR application.
• Work experience with Client CX Cloud with familiarity of the Client Architect tool is preferred.
• GILE, JIRA, and Confluence experience required.
• Creating and/or auditing test scripts based on technical documentation, User Interface Design (UID), and user story acceptance criteria.
• Providing testing estimation in the form of story points for assigned product/features.
• Creating test plans for functional and user acceptance testing.
• Executing test cases with integration test data to validate feature functionality.
• Documenting the testing results and preparing execution documentation for sign-off
• Text to speech validations from QA point of view are tested and verified for product owner and business.
• Ensuring all requirements are tested by preparing test scenario traceability matrix
• nalyzing failed test cases to identify failure points or external causes (e.g. bad test data, missed requirements, UID inaccuracies, code).
• Collaborating with product owners and technical team to document associated defects.
• Validating fixes for defects through additional testing.
• Performing regression testing to ensure product integrity after modifications, enhancements, and/or defect fixes are made to existing functionality.
• Knowledge of industry standards, quality control techniques and procedures.
• Excellent data analysis skills with strong problem-solving ability.
• Knowledge of quality assurance and production technologies.
• Excellent communication skills both written and verbal.
• Other Contact Center Technologies knowledge (Routing, Agent Desktop, Case Management tools such as Salesforce/PEGA) is preferred.
• Nuance 'MIX' and/or Client 'Pure Cloud' knowledge preferred.
• Natural Language and Voice Biometrics knowledge preferred.