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 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, agile 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.

📌 Cisco CVP / IVR Applications Tester (Bengaluru)
🏢 Tech Mahindra
📍 Bengaluru