IVR QA & Integration Test Analyst - Senior Software Engineer

Position Description:

Your future duties and responsibilities:

• Job Title: IVR QA & Integration Test Analyst Position: Senior Software Engineer Experience: 4–6 Years Category: Software Engineer Shift: Rotational Shift Work Mode: Hybrid (3 days WFO) Primary Location: Bangalore Employment Type: Full Time

Required qualifications to be successful in this role:

• Role Summary: We are seeking an experienced IVR Tester with integration expertise to manage, maintain, and optimize. . 4+ years of QA and Integration Testing experience. . 4+ years testing IVR platforms (Five9, Genesys, Amazon Connect, Cisco CVP, NICE CXone, etc.). . Experience testing AI powered customer service solutions and conversational IVR applications. . Strong background in Telecom or Contact Center environments. Scope of Work: Support testing activities across the following initiatives: AI Features . AI Call Summary Generation (Inside Sales) . AI Call Summary Generation (Customer Care) Activities . Validate AI generated summaries . Verify transcription accuracy . Test business rules and prompt outputs . Validate CRM updates . End to end workflow testing Five9 IVR Enhancements Support testing for: . 30 Day New Customer VIP Treatment . En Route Kindness Messaging . CCCS Reporting . Sales Journey Optimization . IVR Platform Stability & Messaging . Five9 Middleware . Five9 Bugs & Production Fixes Activities . IVR call flow validation . Menu navigation . Routing logic . ANI/DNIS validation . Queue assignment . Agent routing . Callback functionality . Prompt verification . Failover testing . Performance testing Middleware & Integration Testing Validate integrations between . Five9 . Middleware . CRM . Databricks . Reporting Platform . APIs . Customer Database Activities . API validation . Data mapping . Request/Response validation . Error handling . Retry logic . Logging validation Databricks Validation Feature . IVR Data Validation & Reporting Activities . Validate IVR events . Validate call records . Data reconciliation . Reporting validation . Dashboard testing . ETL validation Reporting Validation Support . CCCS Reporting . Marketing Call Exclusion . Transcript Storage Activities . Report accuracy . KPI validation . SQL validation . Data completeness . Historical comparison . Export validation Customer Journey Testing Validate complete customer journeys including . Inbound Call . Authentication . IVR Navigation . Agent Transfer . AI Summary . CRM Update . Reporting . Transcript Storage Regression Testing Support . Sprint Regression . Release Regression . Smoke Testing . Production Validation UAT Support Activities . Prepare test cases . Execute UAT . Coordinate with business users . Defect triage . Go live validation Required Skills Contact Center . Five9 . IVR Platforms . ACD . Call Routing . Voice Recording Testing . SIT . UAT . Regression . Functional Testing . API Testing . End to End Testing Integration . REST APIs . Middleware . JSON . XML . Data Validation Reporting . SQL . Databricks . Power BI (preferred) . Data Reconciliation Test Management . Azure DevOps . Jira . HP ALM (nice to have) Deliverables . Test Strategy . Test Plan . Test Cases . Test Data . Defect Reports . Regression Suite . SIT Completion Report . UAT Sign off Support . Go Live Validation Report . Post Implementation Verification Preferred Candidate Profile The ideal resource should have experience with: . Five9 or similar cloud contact center platforms. . AI enabled IVR and conversational AI testing. . Middleware and API integration validation. . Databricks and reporting validation. . Telecom customer journeys and contact center operations. . Agile delivery with Jira/Azure DevOps agile experience is a must have #LI-SS65