Quality Assurance and Automation Engineer

Job Title: QA Automation Engineer Voice / IVR

Experience:

Job Summary:

QA Automation Engineer (Voice / IVR)

Key Responsibilities:

• Design, develop, and execute

  test automation scripts

  for IVR, CTI, and voice-based systems.
• Perform

  functional, regression, and system testing

  for contact center solutions (Genesys, NICE, Avaya, Cisco).
• Conduct

  IVR and call routing testing

  (inbound/outbound) and validate end-to-end customer journeys.
• Work on

  API testing

  and

  web application testing

  as part of integrated voice platform validation.
• Prepare and maintain

  test scenarios, test cases, and test data

  for automation and manual testing.
• Log and track defects using

  JIRA

  and collaborate with developers for issue resolution.
• Validate CRM integrations, call flows, and CTI events across multiple environments.
• Participate in

  Agile/Scrum

  ceremonies, test planning, and daily status discussions.
• Generate test reports and ensure test deliverables meet defined quality standards.

Technical Skills Required:

• Testing Types:

  Automation Testing, Manual Testing, Functional Testing, Regression Testing, IVR Testing, API Testing, Web & Mobile Testing.

• Telephony Platforms:

  Genesys (Cloud/Engage), NICE CXone, Avaya, Cisco, ACD, VoIP, Dialer, Call Routing.

• Tools & Technologies:

  Cyara, JIRA, HP Quality Center, Postman (for API testing).

• Domains:

  Telecom, Voice, Contact Center, and CRM Testing.

• Additional Skills:

  Understanding of test frameworks, defect tracking, and agile testing processes.

Preferred Skills:

• Experience in

  voice automation testing using Cyara or similar tools

  .
• Exposure to

  Telecom or Contact Center environments

  (Genesys, NICE, Avaya, Cisco).
• Hands-on experience with

  CRM testing

  ,

  routing validations

  , and

  call flow design understanding

  .

Soft Skills:

• Excellent analytical, problem-solving, and communication skills.
• Strong attention to detail and ability to work independently in a fast-paced environment.
• Collaborative mindset with a focus on delivering high-quality results.