Senior Qa Lead - IVR Telephony

Senior QA Analyst IVR Telephony

Job Overview

Job Description: We are seeking a highly skilled Functional Tester with strong IVR (Interactive Voice Response) and Telephony Testing experience to join our Quality Engineering team. The ideal candidate will have hands-on expertise in testing IVR platforms, contact center applications, and telephony solutions, along with strong functional testing capabilities. Experience with Empirix testing tools and Hammer Call Master scripting is essential. The candidate should also possess automation testing knowledge to support quality assurance initiatives across customer interaction channels.

Work Mode: Work from Office (5 Days a Week)

• Shift Timing: 3:00 PM IST 12:00 AM IST
• Location: Bangalore, Chennai

Key Responsibilities

• Analyze business and functional requirements and create comprehensive test strategies and test plans.
• Design, develop, and execute functional, integration, regression, and end-to-end test cases.
• Validate IVR call flows, call routing, DTMF inputs, speech recognition, prompts, transfers, and backend integrations.
• Perform telephony testing for inbound and outbound call scenarios, contact center applications, and customer interaction platforms.
• Develop and execute IVR test scripts using Hammer CallMaster.
• Utilize Empirix tools to conduct IVR, call flow, and telephony testing.
• Experience testing applications integrated with technologies like PowerBI, GenAI, and RPA is highly desirable.
• Identify, log, track, and verify defects through closure.
• Collaborate closely with Business Analysts, Developers, Product Owners, and Operations teams to ensure high-quality releases.
• Participate in Agile ceremonies including sprint planning, daily stand-ups, sprint reviews, and retrospectives.
• Support test automation initiatives and contribute to automation framework development and maintenance.
• Prepare test execution reports and communicate testing progress, risks, and quality metrics to stakeholders.
• Ensure compliance with QA processes, standards, and best practices.

Required Skills

Functional Testing

• Strong understanding of Software Testing Life Cycle (STLC) and Software Development Life Cycle (SDLC).
• Experience in Test Planning, Test Scenario Creation, Test Case Design, Execution, and Defect Management.
• Strong experience in Functional, Integration, Regression, System, and UAT Testing.
• Experience with defect tracking tools such as Jira, Azure DevOps, or similar.

IVR & Telephony Testing

• Hands-on experience in IVR and Telephony Testing.
• Strong understanding of:
• Call Flows
• Call Routing
• DTMF Validation
• Speech Recognition Testing
• Call Transfers
• Voice Prompts
• Contact Center Applications
• Experience in end-to-end customer journey validation across telephony platforms.

Empirix Experience

• Hands-on experience with Empirix Testing Solutions for IVR and contact center validation.
• Experience in call simulation and IVR workflow testing.

Hammer CallMaster

• Experience creating and maintaining Hammer CallMaster scripts.
• Ability to automate IVR testing scenarios and validate telephony workflows.

Automation Testing

• Experience in automation testing using tools such as Selenium, UFT, Playwright, or similar.
• Knowledge of automation framework design and maintenance.
• Experience integrating automated test execution into CI/CD pipelines is preferred.

Preferred: Familiarity with Appium and UiPath.

Experience: At least 10 years in a QA capacity, ideally within the domains of mortgage, banking, or digital applications.

Educational Qualifications:

• Bachelors degree in Computer Science, Engineering, Information Technology, or a related field.
• Additional certifications in software testing and project management will be considered a plus.