Lead I - Software Testing

5 - 7 Years
1 Opening
Trivandrum

UST is seeking an experienced IVR Tester to validate and ensure the quality of Interactive Voice Response (IVR) systems used within a Healthcare environment. The role involves functional, regression, integration, and end-to-end testing of IVR applications that support member services, provider services, claims, eligibility, benefits, and prior authorization workflows. The ideal candidate will have strong IVR testing experience, healthcare domain knowledge, and familiarity with payer systems.

Key Responsibilities:

• Perform functional, integration, system, regression, and UAT testing of IVR applications.
• Validate IVR call flows, prompts, menu options, DTMF inputs, speech recognition, and call routing.
• Test IVR integrations with backend healthcare payer systems such as:
• Claims
• Eligibility & Benefits
• Member & Provider portals
• CRM systems (e.g., Salesforce)
• Authorization and enrollment systems
• Verify data accuracy between IVR and downstream systems.
• Test call transfers to live agents, queues, and skill-based routing.
• Validate IVR behavior across multiple scenarios including:
• Member vs. Provider calls
• Authenticated vs. non-authenticated users
• Business hours vs. after-hours calls
• Error handling and fallback scenarios
• Ensure IVR compliance with HIPAA, PHI handling, and security requirements.
• Create and maintain test plans, test cases, and test scripts for IVR systems.
• Execute testing across multiple environments (DEV, QA, UAT, PROD support).
• Log, track, and manage defects using tools like JIRA / ALM.
• Collaborate with business analysts, developers, IVR architects, and operations teams.
• Support production deployments and perform post-release validation.
• Participate in requirements reviews and provide testability feedback.

Required Skills & Qualifications:

Technical Skills:

• Strong experience testing IVR / CTI / Voice applications
• Knowledge of IVR platforms such as:
• Genesys
• Avaya
• Cisco CVP
• NICE / Five9 (or similar)
• Experience testing DTMF and speech recognition (ASR/NLU)
• Understanding of call flow diagrams and IVR scripts
• Familiarity with API testing and backend data validation
• Experience with test management and defect tracking tools

Soft Skills:

• Strong communication and documentation skills
• Ability to work independently and in cross-functional teams
• Attention to detail and quality-driven mindset
• Ability to work in fast-paced healthcare environments

functional testing,ivr testing,hipaa,healthcare,api testing,crm systems,jira,