Senior Quality Assurance Specialist

Job Summary:

This is a senior quality assurance position that requires an experienced professional with extensive knowledge of software testing and quality assurance methodologies. The ideal candidate will have hands-on experience in building and enhancing a QA function, with a strong understanding of contact center technologies including call center routing, IVR and integrations with other systems.

Key Responsibilities:

• Involvement in focused testing activities involving contact center solutions including call center routing and management, IVR and integrations with other systems.
• Collaboration with CRM and .COM teams to understand routing strategies for optimal customer experience.
• Work closely with NICE CXOne team and platform and testing call flows.
• Creation and execution of functional, integration, regression, and ad-hoc test cases; including both positive and negative scenarios.
• Design and implementation of comprehensive test plans for functional, integration and regression testing.
• Participation in sprint planning and story creation to identify items that will need to be resolved prior to testing.
• Collaboration with developers, business analysts and project management teams to develop, publish and implement software quality assurance plans along with appropriate KPIs.
• Design and implementation of test strategy and development of estimates.
• Providing technical leadership/supervision for the creation, design, execution, documentation and maintenance of test plans and test cases (automated and manual testing).
• Collaboration with onshore and offshore testers to ensure testing deliverables are met.
• Familiarity with standard QA methodologies to ensure the delivery of quality products.
• Log and report defects and escalate issues.
• Working to meet project schedules, timelines and deadlines.

Required Skills and Qualifications:

• Bachelor s degree in Computer Science or a related technical field.
• 7+ years of experience in software testing or related fields.
• 3+ years of hands-on Quality Assurance experience with a key role in building and enhancing a QA function.
• 2-5 years of experience designing, implementing, and supporting cloud contact center solution including call center routing, IVR design and integrations.
• Strong understanding of contact center technologies including call center routing, IVR and integrations with other systems.
• Experience supporting NICE CXOne platform, agent flow script, and data capture utilizing Incontact Studio.
• Strong understanding of Call Flows.
• Experience with Integration and Regression testing.
• Experience and knowledge of Agile test management process and methodologies.
• Experience with product development and testing life cycles including test approach and test case reviews.
• Experience creating and maintaining test suites and cases in Azure Dev Ops Test Plans.
• Experience in Test Automation using Selenium and/or TOSCA.
• Familiarity with web app/SAAS/Paas software development, Azure Cloud computing solutions, Dynamics 365 and working knowledge of any Relational Database and DB Queries.
• Professional experience with software lifecycle management/Azure DevOps in a fast-paced software environment.
• Defect management experience and Test Life Cycle Management, any period of experience creating and reviewing of Testing Artifacts right from Test Strategy through Test completion report.
• Must have working knowledge of DevOps Principles and Practices (CI, CD, Continuous Testing, etc.).

The Ideal Candidate:

• Strong attention to detail.
• Proactive nature, with a strong work ethic and eagerness to take initiative and go the extra mile.

Industry Type: IT Services & Consulting.

Department: Engineering - Software & QA.

Employment Type: Full Time, Permanent.

Role Category: Quality Assurance and Testing.

Education UG: Any Graduate PG: Any Postgraduate.