2 Cyara Jobs

Role & responsibilities The QA Testing Analyst - is responsible for the planning, integration, test casing, scripting and execution of all testing to ensure proper coverage, schedules and leads test deliverables review sessions as necessary, works on multiple projects/systems as a project team member and are considered to be a subject matter expert for a single project/system. These projects are of moderate to high complexity within one or more development environments. Ensure all planning and execution of assigned QA work (Integration, System, End to End and User Acceptance, production support) ifor contact center systems is executed and avoids escalation Participate in assigned Scrum ceremonies. Understand QA scope, provide QA estimates and plan the tests. Create Test cases/scripts (manual and automated) and ensure test data is in place. Execute Tests (manual and automated) on time. Participate in release discussions and provide QA support as needed. Understand existing Automation Framework and maintain and modernize it, automate regression tests, and add value for optimization. Provide hands on support in automation issues resolution and be a team player in ensuring Mobile QA Automation (UI & API) is successful. Good communication skills and coordinate with on shore and offshore members as needed. Daily status reporting to leadership during Functional Testing or Regression Testing and ensure the release defects are tracked to closure. Risks/Issues within team are communicated proactively to Immediate Manager and assist in tracking them to closure. Bring thought leadership in Mobile channel and add value to Testing needs. Testing tracked and documented through Azure Dev Ops May work in systems including contact center reporting and analytics, call recording, workforce management, speech analytics, Integrated voice response (IVR) or IVA, contact center call routing, agent skilling, agent desktop and phone and systems susch as CRM. Preferred candidate profile Negotiation skills with the ability to influence others by information/knowledge sharing Proficiency in using Cyara automation test suite, in addition to in depth knowledge of common testing methods, terminology and industry best practices Experience with contact center systems, including Cisco UCCE, Verint WFO Suite, Nuance natural language IVR, and VHT Callback. Genesys Cloud certification preferred. Experience with Agile collaboration systems, including Microsoft Azure DevOps (ADO) or Jira Excellent verbal and written communication skills with the ability to explain system issues clearly and concisely to all levels of management, and establish effective working relationships with our internal customers Ability to work in a fast-paced environment Experience in an Agile-Scrum environment Knowledge of data structures, data management practices, various corporate security rules, legal and regulatory obligations such as PCI, SOX or similar standards Advanced knowledge of using software packages or tools for processing or displaying data PLEASE SHARE THE RESUME TO binni.sharma@mounttalent.com or else whatsapp on 8800662549

** Urgent Hiring for the Role of Quality Assurance Specialist - Contact Center Call Flow Automation for our Team** Role: Quality Assurance Specialist - Contact Center Call Flow Automation Duration: Contract Location: Remote Work timing: US EST Hours Job Summary: Seeking a technically skilled Quality Assurance Specialist to join our team and lead the implementation of automated testing solutions for contact center call flows. This role combines quality assurance expertise with technical automation skills to ensure our customer interactions meet the highest standards of quality and reliability. The ideal candidate will design, develop, and maintain automated testing frameworks that validate call routing, IVR systems, agent workflows, and overall customer experience across multiple communication channels. Key Responsibilities Automation Development & Implementation Design and implement comprehensive automated testing frameworks for contact center call flows, including inbound, outbound, and Omni channel interactions Develop automated test scripts for IVR (Interactive Voice Response) systems, call routing logic, and queue management Create automated validation processes for agent desktop applications, CRM integrations, and workflow systems Build and maintain test automation infrastructure using industry-standard tools and frameworks Implement continuous integration/continuous deployment (CI/CD) pipelines for automated testing Quality Assurance & Testing Establish testing protocols and quality standards for all contact center technologies and processes Perform end-to-end testing of call flows, including scenario-based testing for various customer types and situations Conduct regression testing to ensure system updates don't negatively impact existing functionality Monitor and analyze call quality metrics, system performance, and customer experience indicators Technical Analysis & Reporting Analyze test results and provide detailed reports on system performance, defects, and improvement opportunities Collaborate with development teams to identify, document, and track defects through resolution Create and maintain comprehensive test documentation, including test cases, procedures, and automation scripts Develop dashboards and metrics to track quality trends and system reliability Provide technical recommendations for system improvements and optimization Cross-functional Collaboration Work closely with contact center operations, IT, and vendor teams to ensure seamless integration of testing processes Partner with business stakeholders to understand requirements and translate them into testable scenarios Provide training and support to operations teams on quality processes and testing tools Participate in implementations, and change management initiatives Required Qualifications Technical Skills Bachelor's degree in Computer Science, Information Technology, Engineering, or related technical field 3+ years of experience in quality assurance and test automation Proficiency in test automation tools and frameworks (Cyara, Hammer, Quicketest, Selenium, or similar) Experience with contact center technologies (ACD, IVR, CTI, workforce management systems) Strong programming skills in languages such as Python, Java, C#, or JavaScript Knowledge of API testing tools and methodologies (REST, SOAP, Postman, SoapUI) Familiarity with CI/CD tools (Jenkins, Azure DevOps, GitLab CI) Contact Center Knowledge Experience with cloud-based contact center platforms (Amazon Connect, Genesys Cloud, Five9, etc.) Knowledge of call center metrics and KPIs (ASA, FCR, AHT, SLA) Familiarity with omnichannel customer experience platforms Understanding of compliance requirements (PCI DSS, HIPAA, SOX) as applicable to contact centers Analytical & Communication Skills Strong analytical and problem-solving abilities with attention to detail Excellent written and verbal communication skills Ability to work independently and manage multiple projects simultaneously Experience with agile development methodologies and project management tools Preferred Qualifications Professional certifications in quality assurance (ISTQB, CSTE) or contact center technologies Experience with performance testing tools (LoadRunner, JMeter, BlazeMeter) Knowledge of machine learning applications in quality assurance Familiarity with speech analytics and voice biometrics technologies Experience with cloud platforms (AWS, Azure, Google Cloud) Background in telecommunications or customer service operations. Note: Interested candidates can drop their resumes at aagnihotri@fcsltd.com