Title: Cisco CVP / IVR Applications Tester
Location: India (Remote)
Duration: 12+ Months and renewable
Rate: DOE

About:
VLink, founded in 2006, is a leading global provider of software engineering services with next-gen technologies and best-in-class talent. Our Headquarters are in the U.S, and we have offices in 7+ countries from North America-Europe to APAC, with expansion plans in the Middle East. With over 1,000 employees working globally, VLink has helped SMBs, and large enterprises achieve their business goals, and gained the trust of Fortune-250 companies. VLink is 'Excellent Place to Work® CertifiedTM' and has been a consistent winner as- Best Places to Work in CT. Trust, collaboration, and accountability are the three elements that are at the core of VLink's work culture. We value our professionals, providing comprehensive benefits and the opportunity for growth.

Assurant Contact Center Transformation Development POD
POD Mission
The Contact Center Transformation Development POD will design, build, integrate, test, and continuously improve Assurant's next-generation contact-center capabilities across voice, IVR, routing, agent desktop, recording, quality management, data, conversational AI, and customer experience.

The POD should operate as a persistent Agile product team rather than a traditional project team, with shared accountability for:
Customer experience
First Contact Resolution
Call containment and self-service
Reduced transfers
Reduced Average Handle Time
Agent experience
Contact-center reliability
Faster release cycles
Automation
Data-driven optimization
Compliance and recording
Platform resilience
Technical debt reduction
Migration from legacy contact-center capabilities
AI and conversational automation

Cisco CVP / IVR Applications Tester
Role Summary:
The Cisco CVP / IVR Applications Tester will be responsible for validating IVR call flows, Cisco CVP applications, integrations, routing behavior, self-service journeys and customer experience scenarios within Assurant's contact-center transformation program.
The tester will work closely with developers, business analysts, product owners, and contact-center stakeholders to ensure IVR applications are functionally accurate, reliable, compliant, resilient and aligned with customer self-service and agent handoff requirements.

Key Responsibilities:
Review business requirements, call-flow designs, user stories, and acceptance criteria for IVR/CVP applications.
Prepare detailed test scenarios,



test cases, and test data for DTMF, speech, routing, and self-service journeys.
Validate Cisco CVP applications, Cisco Call Studio/VXML flows and integrations with ICM/UCCE routing.
Test end-to-end customer journeys including authentication, customer lookup, policy/claim lookup, payments, status inquiries and escalation to live agents.
Perform functional, regression, integration, system, smoke, and production validation testing for IVR releases.
Verify backend integrations through REST APIs, SOAP services, databases, and middleware where applicable.
Validate prompt playback, dynamic prompts, error messages, fallback handling, retry logic and no-input/no-match scenarios.
Test text-to-speech, speech recognition, and conversational AI integrations where applicable.
Validate call routing, transfer logic, queue handling, skills mapping, and context passing from IVR to agent desktop.
Execute negative testing, exception testing, timeout handling, and edge-case validation across IVR journeys.
Verify logging, telemetry, transaction tracing and reporting events required for monitoring and analytics.
Identify, document, track and retest defects using standard defect management tools.
Collaborate with developers to troubleshoot issues related to call flows, routing, integrations, and environment dependencies.
Support test execution across SIT, UAT, pre-production and production validation phases.
Participate in Agile ceremonies, sprint planning, defect triage, and release readiness discussions.
Ensure testing supports contact-center goals such as improved containment, reduced transfers, better customer experience, and reliable self-service completion.

Required Technical Skills:
Strong experience in IVR/CVP application testing.
Hands-on understanding of Cisco CVP, Cisco Call Studio, VXML and IVR call-flow behavior.
Knowledge of Cisco ICM/UCCE routing concepts, call routing and agent transfer flows.
Experience in functional, regression, integration, system, and UAT testing.
Ability to create test scenarios, test cases, test data, and test execution evidence.




Experience validating REST APIs, SOAP services, XML, JSON, and backend integrations.
Good understanding of DTMF, speech recognition, prompts, TTS, call transfers and telephony testing concepts.
Experience using defect tracking and test management tools such as JIRA, Azure DevOps, ALM or similar tools.
Basic SQL knowledge for test data validation and backend verification.
Ability to analyze logs, call traces and transaction details for troubleshooting defects.

Preferred Skills:
Experience testing conversational AI, virtual assistants or NLP-enabled IVR flows.
Exposure to Nuance, Google, or other cloud speech services.
Experience with contact-center platforms, call recording, quality monitoring, and reporting systems.
Knowledge of automation testing concepts for APIs, regression suites, or IVR validation.
Exposure to tools such as Postman, SOAP UI, Git, Jenkins, GitHub Actions or CI/CD pipelines.
Understanding of AWS/Azure services and microservices-based integrations.
Ability to support production validation, incident analysis, and release readiness checkpoints.

Success Measures:
Test case coverage across critical IVR customer journeys.
Defect detection quality and timely defect reporting.
Reduction in production defects for IVR/CVP releases.
Successful validation of self-service completion and containment scenarios.
Accuracy of routing, transfer logic, and agent context handoff validation.
Timely completion of SIT, UAT, regression and production validation cycles.
Quality of test evidence, traceability, and release sign-off inputs.
Improved reliability of IVR journeys, backend integrations, and customer experience flows.

Employment Practices:
VLink is an equal opportunity employer committed to fostering an inclusive environment where diversity is celebrated. All qualified applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. Employment is contingent upon successful completion of a background check.

This job application process may use AI-powered tools to assist in screening and evaluating applications based on objective, job-related qualifications. AI is used solely to support the recruitment process and all final hiring decisions are made exclusively by our human recruitment team.

Applicant information will be handled in accordance with VLink's privacy policy.

📌 Cisco CVP / IVR Applications Tester (Bhavnagar)
🏢 VLINK
📍 Bhavnagar