Cisco CVP / IVR Applications Tester

Cisco CVP / IVR Applications Tester

Assurant Contact Center Transformation Development POD

POD Mission

The Contact Center Transformation Development POD will design, build, integrate, test and continuously improve Assurant's next-generation contact-center capabilities across voice, IVR, routing, agent desktop, recording, quality management, data, conversational AI and customer experience.

The POD should operate as a persistent Agile product team rather than a traditional project team, with shared accountability for:

• Customer experience
• First Contact Resolution
• Call containment and self-service
• Reduced transfers
• Reduced Average Handle Time
• Agent experience
• Contact-center reliability
• Faster release cycles
• Automation
• Data-driven optimization
• Compliance and recording
• Platform resilience
• Technical debt reduction
• Migration from legacy contact-center capabilities
• AI and conversational automation

Cisco CVP / IVR Applications Tester

Role Summary

The Cisco CVP / IVR Applications Tester will be responsible for validating IVR call flows, Cisco CVP applications, integrations, routing behavior, self-service journeys and customer experience scenarios within Assurant's contact-center transformation program.

The tester will work closely with developers, business analysts, product owners and contact-center stakeholders to ensure IVR applications are functionally accurate, reliable, compliant, resilient and aligned with customer self-service and agent handoff requirements.

Key Responsibilities

• Review business requirements, call-flow designs, user stories and acceptance criteria for IVR/CVP applications.
• Prepare detailed test scenarios, test cases and test data for DTMF, speech, routing and self-service journeys.
• Validate Cisco CVP applications, Cisco Call Studio/VXML flows and integrations with ICM/UCCE routing.
• Test end-to-end customer journeys including authentication, customer lookup, policy/claim lookup, payments, status inquiries and escalation to live agents.
• Perform functional, regression, integration, system, smoke and production validation testing for IVR releases.
• Verify backend integrations through REST APIs, SOAP services, databases and middleware where applicable.
• Validate prompt playback, dynamic prompts, error messages, fallback handling, retry logic and no-input/no-match scenarios.
• Test text-to-speech, speech recognition and conversational AI integrations where applicable.
• Validate call routing, transfer logic, queue handling, skills mapping and context passing from IVR to agent desktop.
• Execute negative testing, exception testing, timeout handling and edge-case validation across IVR journeys.
• Verify logging, telemetry, transaction tracing and reporting events required for monitoring and analytics.
• Identify, document, track and retest defects using standard defect management tools.
• Collaborate with developers to troubleshoot issues related to call flows, routing, integrations and environment dependencies.
• Support test execution across SIT, UAT, pre-production and production validation phases.
• Participate in Agile ceremonies, sprint planning, defect triage and release readiness discussions.
• Ensure testing supports contact-center goals such as improved containment, reduced transfers, better customer experience and reliable self-service completion.

Required Technical Skills

• Strong experience in IVR/CVP application testing.
• Hands-on understanding of Cisco CVP, Cisco Call Studio, VXML and IVR call-flow behavior.
• Knowledge of Cisco ICM/UCCE routing concepts, call routing and agent transfer flows.
• Experience in functional, regression, integration, system and UAT testing.
• Ability to create test scenarios, test cases, test data and test execution evidence.
• Experience validating REST APIs, SOAP services, XML, JSON and backend integrations.
• Good understanding of DTMF, speech recognition, prompts, TTS, call transfers and telephony testing concepts.
• Experience using defect tracking and test management tools such as JIRA, Azure DevOps, ALM or similar tools.
• Basic SQL knowledge for test data validation and backend verification.
• Ability to analyze logs, call traces and transaction details for troubleshooting defects.

Preferred Skills

• Experience testing conversational AI, virtual assistants or NLP-enabled IVR flows.
• Exposure to Nuance, Google or other cloud speech services.
• Experience with contact-center platforms, call recording, quality monitoring and reporting systems.
• Knowledge of automation testing concepts for APIs, regression suites or IVR validation.
• Exposure to tools such as Postman, SOAP UI, Git, Jenkins, GitHub Actions or CI/CD pipelines.
• Understanding of AWS/Azure services and microservices-based integrations.
• Ability to support production validation, incident analysis and release readiness checkpoints.

Success Measures

• Test case coverage across critical IVR customer journeys.
• Defect detection quality and timely defect reporting.
• Reduction in production defects for IVR/CVP releases.
• Successful validation of self-service completion and containment scenarios.
• Accuracy of routing, transfer logic and agent context handoff validation.
• Timely completion of SIT, UAT, regression and production validation cycles.
• Quality of test evidence, traceability and release sign-off inputs.
• Improved reliability of IVR journeys, backend integrations and customer experience flows.