Specialist App/Prod Support - Contact Center Integration - IVR Testing

Job Description:

Role: End-to-End QA Tester – Contact Center Integration (3-6 Years Experience)

Location: Bengaluru
Job Type: Full-Time

Shift Time: 6PM to 3AM
Experience: 3-6 Years

Job Overview

We are seeking a highly skilled IVR End-to-End QA Tester with 3-6 years of experience, specializing in Commercial Managed Services Contact Center Integration and Tier II Support. The ideal candidate will have proven expertise in Agile methodologies, strong experience with Genesys call center applications, and the ability to serve as an Implementation Manager. You will collaborate closely with cross-functional teams to ensure the delivery of high-quality solutions for complex contact center environments.

Key Responsibilities

• Test Planning & Implementation:
  Partner with product owners, business analysts, and developers to understand product requirements and translate them into comprehensive test plans, test cases, and test scripts for Genesys contact center applications.
• Agile Project Participation:
  Actively contribute to Agile ceremonies and deliverables, driving quality throughout the software development lifecycle.
• Functional & Integration Testing:
  Conduct thorough functional, integration, system, and performance testing to validate end-to-end call center workflows and agent experiences.
• Defect Management:
  Identify, analyze, document, and track defects, errors, and issues using iTrack and JIRA, ensuring timely resolution in collaboration with development and support teams.
• Client Interaction & Support:
  Oversee client reviews, providing expert input on functional requirements, project timelines, and potential risks or concerns related to Managed Services and IRS projects.
• Test Result Supervision:
  Supervise and assess test results, detailed log validation and ensuring all applications meet defined quality standards before release.
• Continuous Improvement:
  Deliver actionable suggestions for ongoing process enhancements and testing methodologies tailored to customer-specific requirements and industry best practices.

Required Skills & Experience

• Bachelor’s degree in Computer Science, Engineering, or related field, or equivalent work experience.
• 3-6 years of experience in end-to-end QA testing with a focus on contact center solutions and managed services.
• Proven hands-on experience with Genesys or similar contact center platforms.
• Strong background in Agile methodology and serving as an Implementation Manager or similar role.
• Demonstrated ability to collaborate effectively with cross-functional and client-facing teams.
• Expertise in writing and executing test plans, test cases, and test scripts for complex workflows.
• Solid experience with defect tracking and test management tools, including iTrack and JIRA.
• Excellent analytical and problem-solving skills; detail-oriented with a focus on quality.
• Strong written and verbal communication skills for client reviews, reporting, and documentation.

Preferred Qualifications

• Experience with IVR Testing and System Integration Testing in large-scale contact center environments.
• Cyara Certification shall be an added advantage.
• ISTQB or other relevant QA certification.
• Knowledge of continuous integration/continuous deployment (CI/CD) processes.

Weekly Hours:

Time Type:

Location:

It is the policy of AT&T to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, AT&T will provide reasonable accommodations for qualified individuals with disabilities. AT&T is a fair chance employer and does not initiate a background check until an offer is made.