IVR Tester Conversational AI & CX Automation

Job title: IVR Tester Conversational AI & CX Automation
Experience: 10+
Location: Remote
Visa: H1B, GC(passport number mandatory f)
No EAD

Job description:

Validated Conversational AI workflows across IVR, chatbot, and digital channels to ensure accurate intent recognition, dialog flow, and fallback handling.
Conversational AI / CX Testing
Tested end-to-end customer journeys involving voice, chat, and backend integrations, validating responses against business rules and customer data.
Performed negative and edge-case testing for NLP inputs, invalid utterances, silence handling, and timeout scenarios.
Collaborated with product and CX teams to improve bot accuracy, response quality, and customer experience metrics.
Hammer On Demand (HOD) Automation
Utilized Hammer on Demand for low-code automation of web and API test scenarios, improving regression coverage and execution speed.
Designed reusable test components and keywords to support functional, regression, and cross-browser testing (Chrome, Firefox).
Integrated Hammer on Demand test suites with CI/CD pipelines to enable continuous testing and faster release cycles.
Analysed execution reports and dashboards to track defects, stability, and automation ROI.
Cyara Automation (IVR & Omni-Channel Testing)
Used Cyara to automate IVR and voice-based customer interaction testing, validating call flows, menu navigation, and prompt accuracy.
Executed DTMF and speech-recognition test scenarios to ensure proper routing and backend response validation.
Performed regression and proactive monitoring of contact center applications to detect failures before impacting customers.
Generated detailed CX assurance reports to validate SLA compliance and production readiness.