We are seeking a highly skilled and detail-oriented QA Lead/Manager with expertise in IVR testing to join our QEA team. The ideal candidate will have good experience in designing and executing test plans, scripts, and scenarios to ensure the functionality, reliability, and performance of IVR systems.
About Cognizant’s QEA Practice:
We are the largest Quality Assurance Practice Globally servicing 800+ Clients including 50+ clients in the Fortune 100. We bring industry-leading vision and expertise to help with the Quality Engineering transformation journey for our reputed clients. We provide Next Gen QA offerings like System Modernization assurance, Business Process Assurance, Quality Engineering, Cloud Platform Assurance, Customer Experience Assurance and Robotic Test Automation. We have been ranked #1 for Market Impact by Everest Group four times in a row and ranked #1 for completeness of vision, test advisory and Digital Business Assurance in Gartner Magic Quadrant!
In this role, you will:
- Work on Cyara Automation to conduct client-specific IVR requirements and configurations..
- Develop, execute, and manage comprehensive test plans to ensure the functionality, reliability, and performance of IVR systems.
- Analyze IVR call flows and user interactions to identify errors, discrepancies, and areas for improvement.
- Create and maintain detailed documentation for all test cases, test results, issues, and resolutions.
- Develop comprehensive QA documentation, including test plans, test scripts, and user guides, for internal and external reference.
- Collaborate with technical teams to ensure seamless integration and performance of IVR systems with other business-critical platforms.
- Communicate effectively with cross-functional teams to align on project requirements, timelines, and deliverables.
What you’ll need to succeed (required skills):
- Overall 12-16 years of software QA testing experience with a focus on IVR testing projects.
- Must have 5+ years of strong background in IVR testing (IVR Concepts/Call Flow), with experience in test design, execution, and reporting.
- Technically, Cyara Certified with both hands-on and guiding experience.
- Ability to drive E2E Testing discussions on IVR across all channels.
- Solid understanding of contact center flows and IVR systems.
- Strong experience with test planning, test strategy, test estimation and test management.
- Strong communication skills for client meetings and walkthroughs.
- Proficient with QE processes and agile methodology.
- Ability to strike a balance in multi-vendor programs and drive offshore/onshore models.
What will help you stand out (preferred skills):
- Should have Insurance domain experience.
At Cognizant, we're eager to meet people who believe in our mission and can make an impact in various ways. We strongly encourage you to apply even if you only meet the required skills listed. Consider what transferrable experience and skills make you a unique applicant and help us see how you'd be beneficial to this role.
Cognizant will only consider applicants for this position who are legally authorized to work in Canada without requiring employer sponsorship, now or at any time in the future.
Working arrangements:
We believe hybrid work is the way forward as we strive to provide flexibility wherever possible. Based on this role’s business requirements, this is a hybrid position requiring 3 days a week in a client office in Toronto location. Regardless of your working arrangement, we are here to support a healthy work-life balance through our various well-being programs.
Note: The working arrangements for this role are accurate as of the date of posting. This may change based on the project you’re engaged in, as well as business and client requirements. Rest assured; we will always be clear about role expectations.
What we offer
- The chance to work with impact. Here, you’re empowered to bring your biggest thinking to help our company and clients improve everyday life.
- Ownership over your career. Stay at the top of your game through our award-winning learning and development ecosystem. And when your ambitions change or we offer new opportunities, we help you pivot by providing reskilling, on-the-job learning and guidance to find new roles that might be a better fit.
- The opportunity to thrive on a high caliber team with heart. We celebrate each other’s experiences and perspectives and promote a sense of belonging through our affinity groups and diversity and inclusion initiatives.
- A comprehensive total rewards package, including a competitive salary and pension plan with matching contributions.
- Flexible health and financial benefits to support you and your eligible dependents—from day one.
- True work-life balance. Be at your best through paid time off, flexible work arrangements, volunteering opportunities, social events, and so much more.
Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.
If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email [email protected] with your request and contact information.
While our system allows application in all languages, job required language(s) and proficiency level(s) vary. However, basic English proficiency is required for Company-wide communications purposes.
About us
Cognizant is one of the world's leading professional services companies, transforming clients' business, operating, and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build, and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant (a member of the NASDAQ-100 and one of Forbes World’s Best Employers 2024) is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com.