Cisco CVP / IVR Applications Tester

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 escala

📌 Cisco CVP (Bengaluru)
🏢 Tech Mahindra
📍 Bengaluru