IVR Tester

We're looking for a highly motivated and skilled IVR Tester with 4-6 years of hands-on experience in IVR testing to join our dynamic Quality Assurance team.

If you're passionate about ensuring the flawless performance of Interactive Voice Response systems and delivering exceptional customer experiences, this role is for you.

As an IVR Tester, you'll be instrumental in defining, executing, and analyzing tests for our IVR applications, identifying critical defects, and collaborating with cross-functional teams to drive timely issue resolution.

Responsibilities :

Comprehensive IVR Testing :

- Lead and execute comprehensive manual IVR testing across all stages of the software development lifecycle, including functional, regression, integration, and user acceptance testing.

Test Case Development: Design, develop, and maintain detailed test cases, test scripts, and test data for complex IVR call flows, prompts, integrations, and self-service functionalities, ensuring thorough coverage of all requirements.

DTMF and Call Flow Validation: Rigorously validate DTMF (Dual-Tone Multi-Frequency) inputs and outputs, ensuring accurate recognition, routing, and system responses.

Thoroughly test intricate call routing logic, menu navigation, and IVR branching based on user input.

Speech Technologies Testing: Test Speech Recognition (ASR) accuracy and performance, including various accents and pronunciations.

Validate Text-to-Speech (TTS) pronunciation, voice quality, and intonation, ensuring clarity and natural sound.

Integration Testing: Verify seamless integration with backend systems such as CRMs, databases, payment gateways, and external APIs, ensuring data consistency and correct information retrieval.

Defect Management & Reporting: Analyze and interpret system logs, call traces, network packets, and performance metrics to identify root causes of defects.

Document, track, and manage defects using designated bug tracking tools, providing clear, actionable insights to development teams.

Collaboration & Communication: Collaborate effectively with business analysts, product owners, and development teams to understand requirements, refine acceptance criteria, and translate them into robust test scenarios.

Participate in requirement reviews, design discussions, and sprint planning sessions, offering valuable QA perspectives.

Process Improvement: Contribute to the continuous enhancement of IVR testing methodologies, strategies, and best practices to optimize efficiency, test coverage, and overall product quality.

Compliance & Security Testing: Perform basic security testing for IVR interactions and ensure adherence to relevant compliance standards (e.g, PCI DSS for payment IVRs).

Technical Skills :

Core IVR Testing Expertise :

- Extensive hands-on experience in manual IVR testing (4-6 years), demonstrating a deep understanding of IVR functionalities and user journeys.

- Profound understanding of call flow design principles, including complex branching, conditional routing, transfers (internal/external), error handling, and timeout scenarios.

- Expertise in validating DTMF (Dual-Tone Multi-Frequency) recognition, including varying input speeds and tones.

- Solid grasp of core telephony concepts such as SIP, RTP, PSTN, TDM, CTI, and various call signaling protocols.

- Demonstrated experience with Speech Recognition (ASR) and Text-to-Speech (TTS) testing, including prompt validation, pronunciation accuracy, voice quality assessment, and handling of special characters/numbers.

- Familiarity with contact center technologies and architectures, including Automatic Call Distributors (ACD), dialers, CTI integrations, and CRM platforms.

Testing Tools & Methodologies :

- Proficiency with test case management tools (e.g , TestRail, Zephyr, qTest).

- Strong command of defect tracking and project management tools (e.g , JIRA, Azure DevOps, Rally, Confluence).

- Experience with API testing tools (e.g , Postman, SoapUI, Swagger) for validating backend integrations that support IVR applications.

- Solid understanding of various testing methodologies (e.g , Agile, Scrum, Waterfall).

- Experience with performance and load testing tools specifically for IVR applications (e.g , LoadRunner, JMeter, or specialized IVR load testing tools) is a plus.

Automation (Added Advantage) :

- Working knowledge and practical experience with Cyara Automation Tool for IVR testing is a significant advantage.

- Familiarity with other IVR testing automation frameworks or scripting languages (e.g , Python, Java, JavaScript) for automated test execution.

- Experience in designing and implementing automated regression suites for IVR systems.

Technical Acumen :

- Ability to read and interpret technical documentation, including system design specifications, API documentation, and database schemas.

- Basic understanding of SQL for database validation and data integrity checks.

- Familiarity with network protocols and basic network troubleshooting (e.g , understanding of Wireshark captures for SIP/RTP analysis).

- Knowledge of XML/JSON for data validation in API responses.

Education & Experience :

Education : Bachelor's degree in Computer Science, Information Technology, Engineering, or a related technical discipline.

Experience : 4-6 years of progressive experience in Quality Assurance with a dedicated focus on IVR testing.

Location : Hyderabad & Pune / Hybrid