Job Title: IVR Quality Assurance Engineer

Experience Level: 8+ Years

Location: Remote

Role Overview

We are seeking a seasoned IVR QA Engineer to oversee the end-to-end quality of our conversational AI and voice platforms. With over 8 years in the field, you will be the gatekeeper of our customer experience, ensuring that every voice interaction is intuitive, technically sound, and resilient. You will drive automation strategies, manage complex test environments, and bridge the gap between telecommunications infrastructure and software development.

Key Responsibilities

Strategy & Planning: Design and execute comprehensive test strategies for complex IVR call flows, including inbound/outbound dialing, CTI (Computer Telephony Integration), and SIP messaging.

Automation Leadership: Build or enhance automated testing frameworks using tools like Cyara, Hammer, or custom Selenium/Python scripts to simulate high-volume call traffic.

Speech Recognition Tuning: Validate ASR (Automated Speech Recognition) and TTS (Text-to-Speech) accuracy, ensuring the system handles accents, noise, and various "intents" correctly.

Backend Validation: Verify data accuracy across REST/SOAP APIs and ensure the IVR correctly interfaces with CRM systems (e.g., Salesforce, Genesys, or ServiceNow).

Performance & Load Testing: Lead stress tests to ensure the voice infrastructure remains stable during peak traffic spikes.

Mentorship:



Act as the subject matter expert (SME), guiding junior QA engineers and collaborating with Voice Architects and Product Owners.

Required Technical Skills

Platform Expertise: Deep experience with enterprise voice platforms like Genesys (Cloud/Engage), Amazon Connect, Avaya, or Cisco UCCE.

Testing Tools: Mastery of IVR-specific automation tools (notably Cyara) and general-purpose tools like Postman, JMeter, or Wireshark.

Telephony Protocols: Solid understanding of SIP, RTP, VXML, and CCXML.

Programming: Proficiency in at least one scripting language (Python, Java, or JavaScript) for custom test automation.

Database/Backend: Solid SQL skills for verifying data persistence and call logging.

Soft Skills & Qualifications The "User Ear": An obsession with the caller's experience, identifying friction points in "Natural Language" menus.

Analytical Rigor: Ability to debug complex "ghost in the machine" issues where the failure might be in the carrier, the SBC, or the application code.

Education: Bachelor's degree in Computer Science, Telecommunications, or a related field.

What Sets You Apart

Experience transitioning legacy on-premise IVR systems to Cloud Contact Center (CCaaS) solutions.

Deep familiarity with Nuance or Google Dialogflow for conversational AI/NLU testing.

Certification in Genesys, AWS, or ISTQB Advanced Level.

📌 IVR QA Engineer (Uttar Pradesh)
🏢 Sparix Global
📍 Uttar Pradesh