Application Tech Support Practitioner

About The Role
Project Role :Application Tech Support Practitioner
Project Role Description :Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge.
Must have skills :Unified Communication and Collaboration Implementation
Good to have skills :NA
Minimum 5 year(s) of experience is required
Educational Qualification :15 years full time education
Summary:We are looking for an experienced IVR Test Engineer with strong expertise in Cyara-based Automation testing and end-to-end quality assurance for large contact center platform. The ideal candidate will have hands-on experience in manual and automated testing, a solid understanding of Genesys (On-Prem and Cloud) platforms, and proven skills in stress/load testing. Experience in the banking domain, as well as testing Voice Biometrics and Conversational IVRs, will be highly valued. This role requires strong analytical skills, attention to detail, and the ability to collaborate with cross-functional teams to deliver seamless customer experiences.
Roles & Responsibilities:-Design, develop, and execute manual and automated IVR test cases using Cyara.-Review and analyze business requirements and IVR call flow diagrams to derive comprehensive test scenarios.-Perform end-to-end IVR testing, covering scenarios from call initiation to agent transfer.-Conduct stress and load testing using tools like Hammer or Cruncher.-Validate and test Voice Biometrics and Speech/Conversational IVR solutions.-Collaborate with cross-functional teams to ensure seamless integration between IVR systems and Genesys (On-Prem & Cloud platforms).-Ensure QA best practices are followed across testing lifecycle, including defect logging, tracking, and reporting.-Contribute to agent toolbar testing and ensure end-user experience validation.
Professional & Technical
Skills:

-6+ years of hands-on experience in IVR testing, with Cyara expertise.-Strong knowledge of QA methodologies, tools, and processes.-Proven ability to write clear, concise, and precise test cases and execute them effectively.-Exposure to banking/financial services domain (preferred).-Experience with stress/load testing tools (Hammer, Cruncher).-Working knowledge of Voice Biometrics and Speech IVR testing.-High-level understanding of Genesys On-Prem and Cloud platforms.-Strong analytical and problem-solving skills.-Excellent communication and documentation skills.
Additional Information:-Experience with automation frameworks for IVR testing.-Exposure to agent desktop/toolbar testing in contact center environments.-Familiarity with emerging conversational AI platforms.

A 15 years full time education is required.
Qualification15 years full time education