Functional QA Analyst

Classification: Contract
Contract Length: 12-months

Position Summary

The Functional QA Analyst – Contact Center Virtual Agent and IVR plays a pivotal role in ensuring the quality and effectiveness of systems that drive our contact center technologies. The analyst will focus on driving continuous improvements in the testing, validation, and performance evaluation of virtual agent and IVR solutions. This role will involve working closely with stakeholders, including business analysts, developers, and contact center operations teams, to ensure that the technologies are optimized for high performance, efficiency, and customer satisfaction. The ideal candidate will bring a combination of quality assurance expertise and technical proficiency in contact center technologies, with a particular focus on voice IVR and voice virtual agent systems. The Functional QA Analyst will support the execution and optimization of these systems, contributing to operational success and customer experience enhancements.

Responsibilities

• Develop, review, and execute comprehensive test plans and test cases based on product requirements and design specifications for virtual agent and IVR systems.
• Lead end-to-end testing activities including functional, integration, regression, and user acceptance testing (UAT) to ensure that voice virtual agent and IVR technologies are operating as expected.
• Collaborate with cross-functional teams, including business analysts, developers, and product owners, to understand requirements and define testing needs for virtual agent and IVR solutions.
• Identify, document, and report defects discovered during testing, ensuring that issues are tracked and resolved in a timely manner.
• Develop and maintain automated test scripts and test frameworks where applicable, ensuring consistent and efficient testing of IVR and virtual agent functionalities.
• Evaluate system performance by conducting load and stress testing to ensure virtual agent and IVR solutions can handle the expected volume of interactions.
• Ensure proper validation of all system components, including system workflows, integration points, and user interfaces, to verify that the business requirements have been met.
• Work with development and business teams to ensure that requirements are fully understood, testable, and that appropriate test coverage is provided.

Requirements

• 3 - 5+ years of experience in Quality Assurance roles, with a focus on contact center technologies (IVR, virtual agents, etc.).
• Healthcare Revenue Management and/or Contact Center experience is highly preferred.
• Experience in automated testing and performance testing is preferred.
• Strong technical knowledge of contact center technologies, particularly virtual agents and IVR systems such as Google CCAI, Dialogflow, and CCaaS platforms (e.g., Avaya, Noble).
• Experience in Quality Assurance processes and methodologies, with a strong focus on functional, integration, and regression testing for complex systems.
• Hands-on experience with test automation tools, such as Selenium, QTP, or similar frameworks.
• Proficiency in SQL for database testing, data validation, and query development.
• Strong analytical skills with the ability to identify issues, test cases, and test scenarios based on system requirements and user stories.
• Excellent attention to detail and a passion for ensuring systems meet the highest quality standards.
• Knowledge of performance testing tools and techniques to assess the scalability of virtual agent and IVR solutions.