IVR Tester - Remote

Job Title: QA Analyst (IVR Tester) Location: Walnut Creek, CA & San Francisco, CA (Hybrid)

we are seeking a highly skilled Quality Assurance (QA) Analyst who will own the testing lifecycle for MWG's critical telecommunications platforms. This role is central to ensuring the reliability, functionality, and performance of new features and existing systems across multiple business lines. The QA Analyst will establish and maintain testing best practices, manage automated testing tools, and collaborate closely with product management, engineering, and vendor teams to deliver a seamless member and internal user experience.

Responsibilities

Key Responsibilities

• Feature and Functionality QA: Own the end-to-end QA testing process for new features and functionalities within the Telecom team's portfolio, specifically focusing on Emergency Roadside Service (ERS) IVRs such as ERSA and Replicant as well as the Branch IVR (Seamless).
• Defect Management and Communication: Accurately communicate test results to vendors and internal stakeholders, including logging defects, tracking issues in project management tools (Jira, Rocketlane, or similar), and keeping the Product Manager informed on all status updates.
• Diverse Telecom Testing: Partner with the Product Manager and Telecom engineers during sprint planning to execute testing for a variety of Telecom initiatives, such as new call flows, prompt changes, auto-dialers, and IVRs for adjacent lines of business (e.g., SmartHome).
• Process Improvement & Documentation: Drive the refinement of testing best practices. Ensure testing tasks are clearly outlined in Jira and that all new code is independently validated.
• Test Planning & Execution Leadership: Lead and facilitate all testing meetings, clearly defining goals and documenting outcomes. This includes:
• Building and maintaining a backlog of test membership accounts and determining specific use cases across all environments (Dev, Pre-Prod, Production).
• Documenting precise and accurate, step-by-step processes, specifying testing environments (e.g., Chicago, Las Vegas data centers), phone numbers, and expected outputs.
• Assigning testers and coordinating the recording of expected vs. actual outcomes.
• Owning the final testing documentation delivered to the Change Approval Board (CAB) as part of the change management and approval process.
• Downstream System Validation: Verify and incorporate downstream systems into comprehensive test plans. Ensure data reliability is maintained across integrated platforms. For example:
• Accurate case creation data flows into Salesforce and work order is created in Bringg.
• Predicted Time of Arrival (PTA) is accurately presented to Members for status calls.
• Partial call data is captured in Pinpoint or Salesforce CTI.
• Where needed, partner with relevant subject matter experts to assist with validation.
• Integrations with Adjacent Systems: Ensure SMS with DRR link, GPS breakdown location and tow destination, and GPS Bringg Truck Tracking, and others, work as expected across lower and production environments.
• Salesforce Integrations Verification: Validate all Salesforce transactions are working properly (eg, Membership authentication, vehicle look up, existing request, etc.) and perform as expected.
• Test Automation Management: Serve as the owner and primary operator for the Cyara Velocity testing tool, managing automated regression testing for the Replicant IVR as a core component of the overall QA strategy. Start daily execution of the test automation scripts.
• New Technology Adoption: Actively participate in the testing and implementation of emerging Telecom technologies and projects, such as Replicant Dynamic Reasoning and the Genesys Telecom platform migration.

Skills

Must have

• Strong knowledge of IVR systems and telecommunications platforms (ERSA, Replicant, Seamless).
• Experience with QA methodologies, test planning, and execution.
• Proficiency in defect management tools (Jira, Rocketlane, ).
• Familiarity with automated testing tools (Cyara Velocity ).
• Understanding of downstream system integrations (Salesforce, Bringg, Pinpoint, CTI).
• Ability to document precise test cases, environments, and expected outcomes.
• Strong communication and collaboration skills with cross-functional teams.
• Analytical mindset with attention to detail and process improvement focus.