Are you enthusiastic about contributing to a successful and innovative company on the forefront of technology? Join us at Connex and be part of a dynamic team of 600 professionals across 14 offices in North America. Our commitment is to provide cutting-edge solutions, and our employees play a crucial role as ambassadors to clients and partners. Integrity, accountability, and skill are the cornerstones of our success.
We are seeking a skilled IVR QA Lead to join our dynamic team and play a crucial role in ensuring the quality and reliability of our Interactive Voice Response (IVR) systems. As an IVR QA Lead you will be responsible for meticulously evaluating the functionality, performance, and usability of our IVR systems to guarantee a seamless and satisfying user experience. This role presents an exciting opportunity to work at the forefront of technology, collaborating with a talented team to enhance the efficiency and effectiveness of our client's IVR solutions.
Responsibilities
- Perform comprehensive quality assurance testing on IVR (Interactive Voice Response) systems to ensure functionality, usability, and reliability.
- Develop and execute meticulous test cases, scripts, and scenarios for IVR applications, covering call flow, menu navigation, and voice recognition.
- Test individual components or modules of the IVR application to ensure they function correctly in isolation.
- Test the integration of different IVR modules and their interaction with external systems (e.g., databases, web services).
- Conduct end-to-end testing to validate the complete and integrated IVR system against the defined requirements
- Regularly re-run existing test cases to ensure that new changes have not adversely affected existing functionality.
- Evaluate the system’s performance under various loads to ensure it can handle anticipated user volumes.
- Assess the ease of use of the IVR system for different types of customers, including testing of voice prompts and menu flows.
- Ensure the IVR system works seamlessly across different platforms and interfaces (e.g., mobile, landline).
- Verify that the IVR system can recover from hardware or software failures, maintaining data integrity and availability.
- Ensure the IVR system complies with relevant legal and regulatory requirements (e.g., data protection laws).
- Develop automated tests to increase the efficiency and repeatability of testing processes.
-
Engage actively with IVR development teams to troubleshoot issues, verify fixes, and expedite defect resolution.
- Collaborate closely with software developers, business analysts, and stakeholders to comprehend IVR requirements and devise appropriate test plans.
- Detect and document defects, bugs, and inconsistencies in IVR functionality, providing clear reproduction steps.
- Maintain test environments and data integrity to ensure accuracy and relevance for IVR testing activities.
- Participate in meetings, reviews, and status updates to communicate test results, progress, and recommendations to stakeholders.
- Contribute to continuous improvement initiatives for IVR testing processes, tools, and methodologies.
Desired Skills
- Bachelor's degree in Computer Science, Information Technology, or related field.
- Proven experience as a QA Tester or Quality Assurance Engineer, with specific experience in IVR testing preferred.
- Solid understanding of Cyara Pulse with Cyara Dashboards for IVR Functional Monitoring.
- Solid understanding of HP ALM and Jira for test case tracking.
- Strong understanding of IVR concepts, including call routing, voice recognition, and telephony systems.
- Proficiency in testing tools such as HP Unified Functional Testing (UFT), Selenium, or similar automation tools.
- Solid knowledge of software testing methodologies, test planning, and test case development.
- Excellent analytical skills with the ability to troubleshoot complex IVR issues and identify root causes.
- Effective communication skills, both verbal and written, with the ability to collaborate with cross-functional teams.
- Detail-oriented approach with a focus on accuracy and thoroughness in testing activities.
- Ability to work independently as well as part of a team, managing multiple priorities and deadlines effectively.
- Certification in software testing or IVR-related certifications is a plus.
What's great in the job?
- A culture emphasizing consistent high performance, marked by a notable success rate in projects and significant year-over-year revenue growth.
- Opportunities for a growth mindset, including participation in certification programs, mentorship, talent investment initiatives, internal mobility options, and internship opportunities.
- Contributing to global impact by collaborating on impactful projects for esteemed global clients, actively shaping the future of the industry.
- An inclusive and welcoming multicultural environment that promotes openness, communication, and regular team-building events.
- Committed to social sustainability values, including initiatives focused on IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.
What We Offer
- Each employee has a chance to see the impact of his work. You can make a real contribution to the success of the company.
- Embrace adaptability and flexibility, recognizing that a dynamic and evolving workplace is key to staying competitive and responsive to change.
- Recognize and celebrate achievements, milestones, and exceptional contributions to create a positive and motivating work environment.
Are you interested in enriching your work experience? We need people like you, passionate and committed. If you want to join our team, please apply to this job posting.
CONNEX Telecommunications Inc. is committed to diversity and encourages applications from all qualified candidates, especially aboriginal persons, members of sexual minority groups, persons with disabilities, visible minorities, and women. Upon request by the applicant, accommodation will be provided in all parts of the hiring process. We thank all applicants for their interest in this position, however, only those selected for an interview will be contacted.
Perks
.