Job Summary

We are seeking an experienced IVR NICE Tester to validate and ensure the quality of customer contact center solutions built on the NICE inContact platform. The candidate will be responsible for testing IVR call flows, routing strategies, agent interactions, integrations, reporting, and end-to-end customer experience across voice channels. The role requires robust expertise in contact center technologies, test planning, execution, defect management, and automation where applicable 7:55 PM Call ended 1h 27m

Key Responsibilities

n‑depth knowledge of IVR testing and engineering, with extensive experience in testing Contact Centre platforms such as Amazon Connect/Genesys CloudStrong experience in voice and digital channels, including message/chat testing (e.g. SMS, web chat, async messaging) and associated contact flowsHighly proficient in Cyara IVR automation toolsExtensive hands‑on experience testing IVRs, inbound and outbound voice calls,



and digital messages using manual and Cyara‑based approachesHands‑on experience with Cyara Cruncher for IVR and contact flow performance testingExperience testing customer journeys across voice and messaging channels, including validation of prompts, message content, routing, attributes, and integrationsProven capability in diagnosing testing issues, analysing Amazon Connect logs, contact traces, and message transcripts to identify root causesAbility to gather and analyse functional and non‑functional test requirements, and perform assessments to confirm testing scope and coverageExperience designing functional test approaches and test plans, and assessing appropriate test types based on requirementsStrong skills in developing test scripts, executing test runs, and analysing test resultsExcellent communication and collaboration skills, with a strong team‑player mindset

Skill Requirements

NICE

Must Have Skill

Nice

Good to Have Skill

Other Requirements

📌 Test Specialist (India)
🏢 HCLTech
📍 India