Quality Engineer - IVR or Cyara

Description - Internal

Caring. Connecting. Growing together.

Shift Time:

With every role in the company, each position has a requirement for building quality into every output. The Technology Quality Function is reserved for those positions where Quality is the primary objective of the work delivered. Technology Quality roles will cover all primary quality activity across all technology functions that ensure we deliver high quality products and services. These roles include, but are not limited to, strategy, planning, standards, process, policy, tools, engineering, assurance, management, metrics, research and development, automation, data preparation, maintenance, new development, operations and delivery.

Primary Responsibilities:

• Analyze the functional and non-functional requirements of the Contact Centre application solutions in Agile methodology
• Effectively plan, define test strategy or test cases, provide QA estimates, provide test management, and test reporting
• Perform manual or automated testing and log detailed defects in Rally.
• Be accountable for all project or release test efforts for programs that span multiple domains and apps including System Integration or End to End Testing efforts
• Provide demos to the end user (Developers and QA) of the solution or tool before they can leverage it and ensure smooth transition
• Analyzes and investigates
• Provides explanations and interpretations within area of expertise
• Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so

Required Qualifications:

• Undergraduate degree or equivalent experience
• Experience in testing Genesys IVR applications and Conversational AI applications (including Voice BOT)
• 3+ years of experience in IVR Testing Tools - CYARA Velocity, CYARA Virtual Agent and CYARA Cruncher.
• Hands-on experience on Text-to-speech augmentation
• Hands on experience on SSML tags, Audio Augmentation
• Experience with Functional Testcase and Test data preparation
• Experience with Splunk queries and log validations
• Experience in call routing and skill-based testing
• Proven experience identifying and managing risks
• Proven attention to details, strong work ethic and result orientation
• Proven excellent communication skills with ability to work independently and as part of a team
• Proven flexibility to support and manage multiple projects or deadlines simultaneously
• Demonstrated ability to occasional work evening and weekend hours as required to support system deployments