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.
- Strong 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 Stability &
- Messaging
- Five9 Middleware
- Five9 Bugs &
- Production Fixes
Activities
- IVR call flow validation
- Menu navigation
- Routing logic
- ANI/DNIS validation
- Queue assignment
- Agent routing
- Callback functionality
- Prompt verification
- Failover testing
- Performance testing
Middleware &
- Integration Testing
Validate integrations between
- Five9
- Middleware
- CRM
- Databricks
- Reporting Platform
- APIs
- Customer Database
Activities
- API validation
- Data mapping
- Request/Response validation
- Error handling
- Retry logic
- Logging validation
Databricks Validation
Feature
- IVR Data Validation &
- Reporting
Activities
- Validate IVR events
- Validate call records
- Data reconciliation
- Reporting validation
- Dashboard testing
- ETL validation
Reporting Validation
Support
- CCCS Reporting
- Marketing Call Exclusion
- Transcript Storage
Activities
- Report accuracy
- KPI validation
- SQL validation
- Data completeness
- Historical comparison
- Export validation
Customer Journey Testing Validate complete customer journeys including
- Inbound Call
- Authentication
- IVR Navigation
- Agent Transfer
- AI Summary
- CRM Update
- Reporting
- Transcript Storage
Regression Testing
Support
- Sprint Regression
- Release Regression
- Smoke Testing
- Production Validation
UAT Support
Activities
- Prepare test cases
- Execute UAT
- Coordinate with business users
- Defect triage
- Go live validation
Required Skills
Contact Center
- Five9
- IVR Platforms
- ACD
- Call Routing
- Voice Recording
Testing
- SIT
- UAT
- Regression
- Functional Testing
- API Testing
- End to End Testing
Integration
- REST APIs
- Middleware
- JSON
- XML
- Data Validation
Reporting
- SQL
- Databricks
- Power BI (preferred)
- Data Reconciliation
Test Management
- Azure DevOps
- Jira
- HP ALM (nice to have)
Deliverables
- Test Strategy
- Test Plan
- Test Cases
- Test Data
- Defect Reports
- Regression Suite
- SIT Completion Report
- UAT Sign off Support
- Go Live Validation Report
- Post Implementation Verification
Preferred Candidate Profile The ideal resource should have experience with:
- Five9 or similar cloud contact center platforms.
- AI enabled IVR and conversational AI testing.
- Middleware and API integration validation.
- Databricks and reporting validation.
- Telecom customer journeys and contact center operations.
- Agile delivery with Jira/Azure DevOps agile experience is a must have
Together, as owners, let’s turn meaningful insights into action. Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because… You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.
Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace recent opportunities, and benefit from expansive industry and technology expertise.
You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.
That same commitment to fairness extends to how we use technology. To support our recruitment team, AI tools may be used to help assess applications though they never replace human judgement. All hiring decisions remain entirely in the hands of our recruitment professionals.
Come join our team—one of the largest IT and business consulting services firms in the world.
📌 IVR QA & Integration Test Analyst - Senior Software Engineer (Bengaluru)
🏢 CGI
📍 Bengaluru