IVR QA Analyst

Job Description

What you’ll be doing...

As an IVR QA Analyst, you’ll be working within our Professional Services Contact Center Services Quality Assurance team and perform QA testing of enterprise-wide Contact Center solutions for customers from many verticals. The Professional Services team implements and maintains both Verizon hosted and CPE solutions which contribute millions in Verizon revenue. The custom IVR and voice solutions are critical to our customers, so our focus is to consult with both quality and a sense of urgency in mind. The work is sometimes done from a Verizon office, remotely, and (at times) from a customer location. You’ll be working within our Professional Services QA team to perform testing of enterprise-wide Contact Center solutions for customers from many verticals. In this role you will work on testing brand new custom solutions, as well as test the new features and tuning existing solutions.

You will be responsible for:

• Writing detailed test plans, creating test cases designs, and the test execution, and providing test results for customer projects.
• Identifying, documenting, and prioritizing defects and working with the teams to investigate and resolve the issues.
• Providing regular status reports on the testing (e.g., test cases burndown report, test results summary).
• Working with project stakeholders to review requirement and design artifacts to identify issues early in the SDLC.
• Creating level of effort estimates for test case design and execution.
• Managing and reporting on defects.
• Interfacing with customer for UAT testing, managing the defect evaluation/resolution process.

What we’re looking for...

You’ll need to have:

• Bachelor’s degree or four or more years of work experience.
• Three or more years of relevant work experience.
• Three or more years of experience with IVR QA Testing.
• Experience writing test plans, test cases, and test designs from functional requirements use cases and designs documents specifically for contact center quality assurance.
• Experience testing IVR/VXML and Genesys platforms.
• Experience working with Oracle RDBMS and SQL.
• Experience working with Oracle RDBMS and SQL with HP Quality Center, JIRA, or other quality assurance testing tools.
• Experience with test automation.
• Willingness to travel.
• Willingness to work as needed after business hours and on weekends (generally once every few months).

Even better if you have:

• Bachelor’s degree in computer science.
• Five or more years of experience in IVR Quality Assurance.
• Experience in test automation with Cyara or other automation tools.
• The ability to work with business analysts and designers to improve/clarify requirements, business rules, use cases, and application design.
• The ability to work with database administrator and application support to manage test environment needs and issues, and to plan post-implementation validations.
• The ability to analyze and report project risks.
• Strong communication skills.

When you join Verizon...

You’ll have the power to go beyond – doing the work that’s transforming how people, businesses and things connect with each other. Not only do we provide the fastest and most reliable network for our customers, but we were first to 5G - a quantum leap in connectivity. Our connected solutions are making communities stronger and enabling energy efficiency. Here, you’ll have the ability to make an impact and create positive change. Whether you think in code, words, pictures or numbers, join our team of the best and brightest. We offer great pay, amazing benefits and opportunity to learn and grow in every role. Together we’ll go far.

Equal Employment Opportunity

We're proud to be an equal opportunity employer - and celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.