IVR QA LEAD (Charlotte)

Job Title: IVR QA Lead

Work Location : Charlotte NC (Onsite)

Contract duration: 12+ months Contract

Basic

• Bachelor's degree or foreign equivalent required from an accredited institution
• At least 10+ years of experience with Information Technology, preferably in Contact center Kore.ai, ASAPP or Google GECX platforms testing voice assistants, Chatbots, Voicebots, IVR systems, or NLP frameworks (e.g., ASR, TTS, Intent Recognition, NER)
• 3+ years’ experience in Cyara or Agentic Automation testing tools
• Strong leadership skills and prior experience in leading the team and handling clients independently
• Good communication skills and stakeholder management skills

Experience

• Should have In-depth knowledge of Software Testing Life Cycle (STLC) preferably in Contact center space
• Should have good experience in manual and automation testing in IVR and Chatbots. Good to have Google Agentic platform experience/knowledge.
• Domain knowledge on IVR or Chatbot manual Testing and automation testing using Cyara and Agentic tools
• Testing IVR or Chat applications on Kore, Dialog AI, ASAPP , Google GECX platform features against the call flow and requirements and go beyond traditional software testing to evaluate deeply integrated systems
• Should be a quick learner, flexible to work in stringent project timelines and should have willingness to adapt to Agentic testing mindset.
• JSON and XML RESTful API request/response testing, API testing tools (Postman)
• Writing test plans, test cases, defects, knowledge transfer documentation, and reports. Design, build, and scale automated testing frameworks capable of validating Natural Language Processing (NLP), Large Language Model (LLM) agents, and real-time performance.
• Identify and analyze any bugs found during testing, document them and do required follow-up to bring it closure.
• Using SSH client putty connected to Linux machines to grab builds and logs, modify and run scripts, and set up host simulators
• Should have good hands-on SQL queries and good understanding of RDBS
• Experience with User Story and Defect management systems ( Octane and JIRA )
• Experienced in work allocation, team management and status reporting
• Experience in Quality Assurance Life Cycle (QALC) and Test Management aspects such as developing test Strategies, defect reports, defect tracking, traceability matrices using Jira
• Experience and desire to work in a Global delivery environment