Overview
On Site
Full Time
Skills
Customer Experience
Manual Testing
Analytical Skill
Dynamics
Regression Analysis
Functional Testing
Customer Relationship Management (CRM)
Workflow
Scripting
POSTMAN
Apache JMeter
Reporting
Performance Metrics
Mentorship
Test Plans
Test Cases
FOCUS
Telephony
SIP
VoIP
Routing
Java
Python
JavaScript
.NET
Microsoft Azure
DevOps
Jenkins
GitLab
Communication
Documentation
Conflict Resolution
Problem Solving
Positive Attitude
Supervision
Computer Science
Computer Engineering
Speech Recognition
Natural Language Processing
Artificial Intelligence
Interactive Voice Response
Cloud Computing
Genesys
ISTQB
Microsoft Dynamics
Continuous Integration
Continuous Delivery
Appium
Xcode
Selenium
Behavior-driven Development
Cucumber
Fluency
API
UI
Testing
Automated Testing
Quality Assurance
Agile
Scrum
SAP BASIS
Law
IT Service Management
Innovation
Collaboration
Recruiting
Insurance
Finance
Professional Development
Training
Leadership
CompTIA
Customer Service
Career Counseling
Oracle Application Express
Apex
Job Details
Job#: 2090954
Job Description:
We are seeking a Senior IVR Quality Engineer to lead quality assurance efforts for our enterprise IVR and contact center platforms. This role will focus on ensuring the reliability, performance, and customer experience of voice applications and integrations across platforms such as NICE CXone, Microsoft Dynamics 365, Nexidia, and Hammer (Empirix). The ideal candidate will have deep experience in automated and manual testing of IVR systems, strong analytical skills, and a passion for delivering high-quality customer interactions.
You'll work closely with product and engineering teams to understand features, develop and automate test cases, improve product quality and shorten release time from dev to production.
You Will Be:
Design, develop, and execute test strategies for IVR and contact center applications.
Lead end-to-end testing efforts across platforms including NICE CXone, MS Dynamics 365, Nexidia, and Hammer
Collaborate with development, product, and operations teams to define quality standards and ensure test coverage.
Utilize Hammer Test System for load, regression, and functional testing of IVR flows and telephony infrastructure.
Validate CRM integrations and workflows within Microsoft Dynamics 365.
Develop automated test scripts using tools such as Selenium, Postman, JMeter, or similar.
Monitor and report on test results, defects, and performance metrics.
Mentor junior QE engineers and contribute to continous improvement of QE processes.
Create and maintain data scenarios to support test plans and test cases
Analyzing test results, being a vocal proponent for quality in every phase of the development process
Documenting and track bugs to closure
Working in an Agile/Scrum environment to deliver high quality software Basic Qualifications
Location: Charlotte, NC
Duration: 12 months +
Onsite: 3 days a week
Required Qualifications
Bachelor's degree in technical field, Computer Science, Computer Engineering or equivalent
5+ years of experience as a Quality Engineer or SDET with a focus on IVR and contact center technologies.
Hands-on experience with NICE CXOne, Hammer (Empirix), Nexidia, and Microsoft Dynamics 365.
Strong understanding of telephony protocols (SIP, VoIP), call routing, and IVR design.
5+ years working with test processes, methodologies, tools and technology
Automation experience working with technologies: Java, Python, Java Script, .Net etc.
Familiarity with CI/CD tools such as Azure DevOps, Jenkins, Octopus, or GitLab.
Excellent problem-solving, communication, and documentation skills
Ability to thrive in a fast-paced environment where resourcefulness, determination, and strong problem-solving skills are necessary for success.
Positive attitude and the ability to complete assigned objectives with minimal supervision.
Preferred Qualifications
Master's degree in Computer Science, Computer Engineering or related field
Experience with speech recognition, natural language processing, or AI-driven IVR.
Knowledge of cloud contact center platforms (e.g. Genesys, Five9)
Certifications in ISTQB, CXone, or Microsoft Dynamics are a plus.
Excellent understanding of CI/CD and how QA/automation process fits into the model
Knowledge of automation tools like Appium, Xcode, Selenium, BDD and Cucumber
Fluent in API and UI testing and creating automation test suits
Prior experience working as QA or SDET in Agile/Scrum teams, Financial Industry experience is plus Detail Labor Category:Contingent Worker Requisition Type:Contract - US
EEO Employer
Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at or .
Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.
Apex Benefits Overview: Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Apex team member can provide.
Job Description:
We are seeking a Senior IVR Quality Engineer to lead quality assurance efforts for our enterprise IVR and contact center platforms. This role will focus on ensuring the reliability, performance, and customer experience of voice applications and integrations across platforms such as NICE CXone, Microsoft Dynamics 365, Nexidia, and Hammer (Empirix). The ideal candidate will have deep experience in automated and manual testing of IVR systems, strong analytical skills, and a passion for delivering high-quality customer interactions.
You'll work closely with product and engineering teams to understand features, develop and automate test cases, improve product quality and shorten release time from dev to production.
You Will Be:
Design, develop, and execute test strategies for IVR and contact center applications.
Lead end-to-end testing efforts across platforms including NICE CXone, MS Dynamics 365, Nexidia, and Hammer
Collaborate with development, product, and operations teams to define quality standards and ensure test coverage.
Utilize Hammer Test System for load, regression, and functional testing of IVR flows and telephony infrastructure.
Validate CRM integrations and workflows within Microsoft Dynamics 365.
Develop automated test scripts using tools such as Selenium, Postman, JMeter, or similar.
Monitor and report on test results, defects, and performance metrics.
Mentor junior QE engineers and contribute to continous improvement of QE processes.
Create and maintain data scenarios to support test plans and test cases
Analyzing test results, being a vocal proponent for quality in every phase of the development process
Documenting and track bugs to closure
Working in an Agile/Scrum environment to deliver high quality software Basic Qualifications
Location: Charlotte, NC
Duration: 12 months +
Onsite: 3 days a week
Required Qualifications
Bachelor's degree in technical field, Computer Science, Computer Engineering or equivalent
5+ years of experience as a Quality Engineer or SDET with a focus on IVR and contact center technologies.
Hands-on experience with NICE CXOne, Hammer (Empirix), Nexidia, and Microsoft Dynamics 365.
Strong understanding of telephony protocols (SIP, VoIP), call routing, and IVR design.
5+ years working with test processes, methodologies, tools and technology
Automation experience working with technologies: Java, Python, Java Script, .Net etc.
Familiarity with CI/CD tools such as Azure DevOps, Jenkins, Octopus, or GitLab.
Excellent problem-solving, communication, and documentation skills
Ability to thrive in a fast-paced environment where resourcefulness, determination, and strong problem-solving skills are necessary for success.
Positive attitude and the ability to complete assigned objectives with minimal supervision.
Preferred Qualifications
Master's degree in Computer Science, Computer Engineering or related field
Experience with speech recognition, natural language processing, or AI-driven IVR.
Knowledge of cloud contact center platforms (e.g. Genesys, Five9)
Certifications in ISTQB, CXone, or Microsoft Dynamics are a plus.
Excellent understanding of CI/CD and how QA/automation process fits into the model
Knowledge of automation tools like Appium, Xcode, Selenium, BDD and Cucumber
Fluent in API and UI testing and creating automation test suits
Prior experience working as QA or SDET in Agile/Scrum teams, Financial Industry experience is plus Detail Labor Category:Contingent Worker Requisition Type:Contract - US
EEO Employer
Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at or .
Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.
Apex Benefits Overview: Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Apex team member can provide.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.