Contact Center / IVR QA Tester

Role: Contact Center / IVR QA Tester

Location: Cleveland, OH- 100% onsite FROM DAY 1

Experience: 6-8 Year

Duration: Long term

Role Descriptions:

• Lead end-to-end testing of contact center and banking applications| ensuring seamless customer interactions across IVR| voice| and agent-assisted channels.
• Validate IVR call flows| customer authentication| skill-based call routing| self-service banking features| and escalation to live agents.
• Test payment processing solutions for credit cards| mortgages| loans| and deposit accounts| covering positive| negative| boundary| and exception scenarios.
• Execute release validation activities for contact center platforms and monthly production deployments.
• Verify customer account information| interaction history| and transaction details using Ujet| Quest| CRM| and internal banking applications.
• Perform backend validation using SQL/MySQL to ensure accuracy of customer data| payment transactions| and application integrations.
• Validate API integrations and end-to-end data flow between IVR| CRM| payment systems| and backend services.
• Design and execute functional| integration| system| regression| and User Acceptance Testing (UAT).Identify| document| track| and retest defects using Jira while ensuring timely resolution.
• Collaborate closely with Developers| Business Analysts| Product Owners| and Operations teams in Agile/Scrum environments.
• Participate in test planning| test case development| defect triage meetings| sprint ceremonies| and release readiness assessments.
• Support production deployments and post-release validation activities to ensure system stability.

Essential Skills: Knowledge of IVR Call Flows, Call Routing, CTI Integration SIPVoIP Protocols ASRTTS Technologies DTMF Validation

Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive due consideration for employment without any discrimination. All applicants will be evaluated solely on the basis of their ability, competence and their proven capability to perform the functions outlined in the corresponding role. We promote and support a diverse workforce across all levels in the company.