IVR Call Flow Automation Specialist - 100% Remote

Hi,

Hope you are doing well.

Please find the job description below and let me know your interest.

Position: IVR Call Flow Automation Specialist

Location: 100% Remote

Duration: 6+ months

Mode of Interview: Video

Spanish Fluency a MUST

Lead the implementation of automated testing solutions for contact center call flows. This role combines quality assurance expertise with technical automation skills to ensure our customer interactions meet the highest standards of quality and reliability. The ideal candidate will design, develop, and maintain automated testing frameworks that validate call routing, IVR systems, agent workflows, and overall customer experience across multiple communication channels.

Key Responsibilities

Automation Development & Implementation

1. Design and implement comprehensive automated testing frameworks for contact center call flows, including inbound, outbound, and omnichannel interactions

2. Develop automated test scripts for IVR (Interactive Voice Response) systems, call routing logic, and queue management

3. Create automated validation processes for agent desktop applications, CRM integrations, and workflow systems

4. Build and maintain test automation infrastructure using industry-standard tools and frameworks

5. Implement continuous integration/continuous deployment (CI/CD) pipelines for automated testing

Quality Assurance & Testing

1. Establish testing protocols and quality standards for all contact center technologies and processes

2. Perform end-to-end testing of call flows, including scenario-based testing for various customer types and situations

3. Conduct regression testing to ensure system updates don't negatively impact existing functionality

4. Monitor and analyze call quality metrics, system performance, and customer experience indicators

Technical Analysis & Reporting

1. Analyze test results and provide detailed reports on system performance, defects, and improvement opportunities

2. Collaborate with development teams to identify, document, and track defects through resolution

3. Create and maintain comprehensive test documentation, including test cases, procedures, and automation scripts

4. Develop dashboards and metrics to track quality trends and system reliability

5. Provide technical recommendations for system improvements and optimization

6. 3+ years of experience in quality assurance and test automation

7. Proficiency in test automation tools and frameworks (Cyara, Hammer, Quicketest, Selenium, or similar)

8. Experience with contact center technologies (ACD, IVR, CTI, workforce management systems)

9. Strong programming skills in languages such as Python, Java, C#, or JavaScript

10. Knowledge of API testing tools and methodologies (REST, SOAP, Postman, SoapUI)

11. Familiarity with CI/CD tools (Jenkins, Azure DevOps, GitLab CI)

Contact Center Knowledge

1. Experience with Genesys cloud-based contact center platform.

2. Knowledge of call center metrics and KPIs (ASA, FCR, AHT, SLA)

3. Familiarity with omnichannel customer experience platforms

4. Understanding of compliance requirements (PCI DSS, HIPAA, SOX) as applicable to contact centers

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Thanks & Regards

Mohit Kumar

Contact:
KPG99,INC

3240 E STATE ST EXT

Hamilton, NJ 08619

Minority Certified