SR QA SPECIALIST - IVR CALL FLOW AUTOMATION

Overview

Remote
$50+
Contract - W2
Contract - Independent

Skills

IVR

Job Details

Quality Assurance Specialist - Contact Center Call Flow Automation

In Person final round..need someone like -

SPANISH A MUST HAVE

Position Overview

Seeking a technically skilled Quality Assurance Specialist to join our team and 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

  • Design and implement comprehensive automated testing frameworks for contact center call flows, including inbound, outbound, and omnichannel interactions
  • Develop automated test scripts for IVR (Interactive Voice Response) systems, call routing logic, and queue management
  • Create automated validation processes for agent desktop applications, CRM integrations, and workflow systems
  • Build and maintain test automation infrastructure using industry-standard tools and frameworks
  • Implement continuous integration/continuous deployment (CI/CD) pipelines for automated testing

Quality Assurance & Testing

  • Establish testing protocols and quality standards for all contact center technologies and processes
  • Perform end-to-end testing of call flows, including scenario-based testing for various customer types and situations
  • Conduct regression testing to ensure system updates don't negatively impact existing functionality
  • Monitor and analyze call quality metrics, system performance, and customer experience indicators

Technical Analysis & Reporting

  • Analyze test results and provide detailed reports on system performance, defects, and improvement opportunities
  • Collaborate with development teams to identify, document, and track defects through resolution
  • Create and maintain comprehensive test documentation, including test cases, procedures, and automation scripts
  • Develop dashboards and metrics to track quality trends and system reliability
  • Provide technical recommendations for system improvements and optimization

Cross-functional Collaboration

  • Work closely with contact center operations, IT, and vendor teams to ensure seamless integration of testing processes
  • Partner with business stakeholders to understand requirements and translate them into testable scenarios
  • Provide training and support to operations teams on quality processes and testing tools
  • Participate in implementations, and change management initiatives

Required Qualifications

Technical Skills

  • Bachelor's degree in Computer Science, Information Technology, Engineering, or related technical field
  • 3+ years of experience in quality assurance and test automation
  • Proficiency in test automation tools and frameworks (Cyara, Hammer, Quicketest, Selenium, or similar)
  • Experience with contact center technologies (ACD, IVR, CTI, workforce management systems)
  • Strong programming skills in languages such as Python, Java, C#, or JavaScript
  • Knowledge of API testing tools and methodologies (REST, SOAP, Postman, SoapUI)
  • Familiarity with CI/CD tools (Jenkins, Azure DevOps, GitLab CI)

Contact Center Knowledge

  • Experience with cloud-based contact center platforms (Amazon Connect, Genesys Cloud, Five9, etc.)
  • Knowledge of call center metrics and KPIs (ASA, FCR, AHT, SLA)
  • Familiarity with omnichannel customer experience platforms
  • Understanding of compliance requirements (PCI DSS, HIPAA, SOX) as applicable to contact centers

Analytical & Communication Skills

  • Strong analytical and problem-solving abilities with attention to detail
  • Excellent written and verbal communication skills
  • Ability to work independently and manage multiple projects simultaneously
  • Experience with agile development methodologies and project management tools

Preferred Qualifications

  • Professional certifications in quality assurance (ISTQB, CSTE) or contact center technologies
  • Experience with performance testing tools (LoadRunner, JMeter, BlazeMeter)
  • Knowledge of machine learning applications in quality assurance
  • Familiarity with speech analytics and voice biometrics technologies
  • Experience with cloud platforms (AWS, Azure, Google Cloud)
  • Background in telecommunications or customer service operations

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.