Key Responsibilities :

- Perform manual and automated IVR testing using Cyara with clear understanding of software QA methodologies, tools, and processes.

- Analyze IVR requirements using call flow diagrams and prepare detailed test plans, test cases, and scripts.

- Execute test cases and document results, ensuring adherence to quality standards.

- Conduct end-to-end IVR testing from call initiation to agent transfer, including Voice Biometrics and Conversational IVR systems.

- Execute stress/load testing using tools like Hammer or Cruncher.

- Perform IVR report testing, basic agent toolbar testing, and test estimations for projects.

- Identify and report bugs, track test progress, and provide timely updates.

- Collaborate with cross-functional teams and support junior team members with mentorship and guidance.

- Perform risk analysis and contribute to continuous quality improvements.

Required Skills & Experience :

- 6+ years of experience in IVR testing, with at least 3+ years using Cyara.

- Good understanding of Genesys Cloud and On-Prem platforms.

- Experience in banking or financial services domain preferred.

- Hands-on experience with Voice Biometrics, Speech IVRs, and Agent Toolbars.

- Strong analytical, documentation, and communication skills.

- Experience working in agile environments and managing multiple projects simultaneously.