Position Description

Company Profile:

Founded in 1976, CGI is among the largest independent IT and business consulting services firms in the world. With 94,000 consultants and professionals across the globe, CGI delivers an end-to-end portfolio of capabilities, from strategic IT and business consulting to systems integration, managed IT and business process services and intellectual property solutions. CGI works with clients through a local relationship model complemented by a global delivery network that helps clients digitally transform their organizations and accelerate results. CGI Fiscal 2024 reported revenue is CA$14.68 billion and CGI shares are listed on the TSX (GIB.A) and the NYSE (GIB). Learn more at cgi.com.

Your future duties and responsibilities

Job Title: IVR QA & Integration Test Analyst

Position: Senior Software Engineer

Experience: 4–6 Years

Category: Software Engineer

Shift: Rotational Shift

Work Mode: Hybrid (3 days WFO)

Primary Location: Bangalore

Employment Type: Full Time

Required Qualifications To Be Successful In This Role

Role Summary:





We are seeking an experienced IVR Tester with integration expertise to manage, maintain, and optimize.

4+ years of QA and Integration Testing experience.
4+ years testing IVR platforms (Five9, Genesys, Amazon Connect, Cisco CVP, NICE CXone, etc.).
Experience testing AI powered customer service solutions and conversational IVR applications.
Robust background in Telecom or Contact Center environments.

Scope of Work:

Support testing activities across the following initiatives:

AI Features

AI Call Summary Generation (Inside Sales)
AI Call Summary Generation (Customer Care)

Activities

Validate AI generated summaries
Verify transcription accuracy
Test business rules and prompt outputs
Validate CRM updates
End to end workflow testing

Five9 IVR Enhancements

Support testing for:

30 Day New Customer VIP Treatment
En Route Kindness Messaging
CCCS Reporting
Sales Journey Optimization
IVR Platform

📌 IVR QA (Bengaluru)
🏢 CGI
📍 Bengaluru