Required Skills: 6+ Year Experience in quality assurance testing Experience with specific call center technology systems such as IVR, ACD, Agent Desktop Tools, Call Recording applications, or prior experience in a call center environment is highly valuable Experience with Microsoft products such as Outlook, Excel, Power Point, SQL Experience with both custom development and packaged application deployment, including experience working within a formal development methodology Experience with translating functional requirements into strong, well-written test cases Ability to think critically and make data driven recommendations that impact the customer Proficient in all facets of software testing, from the documentation of a Test Strategy to the creation and execution of test cases, and actively participate in root-cause analysis for any defects