New

QA Engineer (Call Center IVR Development Tester)

Spectraforce Technologies
United States, North Carolina, Raleigh
500 West Peace Street (Show on map)
May 30, 2025
Job Title: QA Engineer (Call Center IVR Development Tester) Location: 100% Remote Duration: 12+ Months Position Overview: We are seeking a detail-oriented and experienced Call Center IVR Development Tester to join our dynamic team. In this role, you will be responsible for ensuring the quality and functionality of Interactive Voice Response (IVR) systems used in our call center operations. You will work closely with developers, project managers, and other stakeholders to test, evaluate, and provide feedback on IVR systems to enhance customer experience and operational efficiency. Key Responsibilities: Develop, execute, and maintain test plans and test cases for IVR systems. Perform functional, regression, and performance testing on IVR applications using automated testing tools like Cyara. Collaborate with development teams to understand system requirements and design test strategies. Identify, document, and track defects and issues using appropriate tools. Conduct root cause analysis of issues and work with developers for resolution. Verify voice response accuracy, call routing, and system integrations. Participate in user acceptance testing (UAT) to ensure systems meet business requirements. Maintain thorough documentation of test results and provide detailed feedback to stakeholders. Continuously improve testing processes and methodologies. Assist in training and support for end-users as needed. Qualifications: Bachelor's degree in Computer Science, Information Technology, or a related field. Proven experience in software testing, specifically with IVR systems. Multiple years experience with test automation tools like Cyara. Familiarity with call center operations and customer service processes. Strong analytical and problem-solving skills. Excellent communication skills, both written and verbal. Ability to work independently and manage multiple priorities effectively.