The individual will be involved in the following critical activities:

- Involved in focused testing involving contact center solutions including call center routing and management, IVR and integrations with other systems.
- Work closely 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.
- Create and run functional, integration, regression, and ad-hoc, and test cases ; including both positive and negative scenarios.
- Create detailed, comprehensive, and well-structured test plans for functional, integration and regression testing.
- Perform integration and functional testing for code delivered by the development team during each sprint.
- Participate in sprint planning and story creation to identify items that will need to be resolved prior to testing
- Collaborate with developers, business analysts and project management teams to develop, publish and implement software quality assurance plans along with appropriate KPIs
- Design and implement test strategy and develop estimates.
- Provide technical leadership/supervision for the creation, design, execution, documentation and maintenance of test plans and test cases (automated and manual testing)
- Work closely with onshore and offshore testers to ensure testing deliverables are met
- Follow standard QA methodologies to ensure the delivery of quality products.
- Log and report defects and escalate issues
- Work to meet project schedules, timelines and deadlines.
- Experience with Test Management tool s (a plus)
- Support business users in UAT activities for all major and minor releases.
- Support once a month weekend production validation for all major releases
- Strong attention to detail
- Proactive nature, with a strong work ethic and eagerness to take initiative and go the extra mile





The ideal experience and critical competencies for the role include the following:

- Bachelor s degree in Computer Science or a related technical field
- 7+ years of experience in software testing or related fields.
- 3 + years of hand 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 O ps Test Plans.
- Experience in Test Automation using Selenium and /or TOSCA (a plus)
- Familiar ity with web app/SAAS / Paas software development , Azure Cloud computing sol utions , Dynamics 365 and working knowledge of any Relational Database and DB Queries
- Professional experience with software lifecycle management / Azure DevOps in a quick-paced software environment
- The applicant must also have: D efect 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.)

Role: Quality Assurance and Testing - Other

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

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