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• Post :- 21st Dec 2020

Title: IVR / Telephony QA Analyst

Duration: 6 Months

Location: REMOTE

 

Required Experience - IVR / Telephony platform testing experience

 

Summary of the job:

Responsible for working in concert with Client IT Business Analysts in developing and executing telephony IVR test plans across multiple IVR platforms, including NICE InContact. Candidates should have experience with technical QA requirements gathering and documentation as well as detailed task execution.

Responsibilities

• Develop Test Plans, Test Cases/Scripts, Test Data and Traceability.

• Manage defects throughout the QA testing effort.

• Perform QA by execution of manual and automated test scripts.

• Support UAT process by validating reported defects.

• Work collaboratively with various business divisions and technical resources.

• Support high-performance teams through own actions.

• Provide accurate, well-written documentation such as defects templates, test plans, status reports, user guides, etc.

• Support testing coordination with third parties when applicable.

• Troubleshoot reported system issues and open work order ticket as needed

• Perform other assignments and related projects, as requested. Other tasks could include Business Analyst work such as requirements gathering, documentation, or work item definition.

 

Job Description -

Required skills/experience/education:

• Bachelor’s degree in Computer Science, Information Technology or related field, or equivalent education and work experience.

• Two to three years of experience in QA Analyst or similar IT role.

• IVR / Telephony platform testing experience

• Critical Thinking – The candidate must have the ability to analyze complex issues and demonstrate the ability to comprehend complex processes and workflows.

• Communication Skills – The candidate must possess a strong command of both written and verbal communication skills and have strong facilitation skills. They should be able to share information in a manner suitable for consumption and comprehension by stakeholders at multiple levels of the organization.

• Microsoft Suite – The candidate must possess a working knowledge of Word, Excel, Outlook, PowerPoint, and Visio. SQL and ADO are a plus.

• Flexibility – The candidate must have the ability to direct or assist as needed to complete their objectives. Overnight deployments will be required.

• Resilience – The candidate should possess the ability to overcome challenges and remain focused on deliverables.

• Interpersonal Skills – The candidate should possess strong interpersonal skills and the ability to interface with many different personality types to complete objectives, as well as form positive working relationships with team members.

• Research – The candidate must be capable of self-driven research where needed.

• Highly motivated / self-starter – The candidate must be a self-starter, experience establishing priorities, delivering results and meeting deadlines.

Preferred (nice to have) skills/experience education:

• Experience with NICE InContact suite of products

• Experience with Agile and DevOps project delivery practices.

• Telephony infrastructure experience – implementations involving Avaya, NICE, AT&T, workforce management applications, TSAPI, softphones.

• IVR Call Flow experience – creating, interpreting, editing, updating IVR call flows.

• Network experience – as it pertains to telephony, VPN, MPLS, firewalls.

• API experience – REST or SOAP.

• Process Documentation experience – business or technical process flow documentation.

• Database – basic understanding of database access and data flow.

• Experience with Salesforce Service Cloud, and test automation within Service Cloud.

• Experience working in or with a call center environment.

• Experience with use of ADO to track requirements, testing and defects.