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.
A comunidade Cognizant:
Somos uma equipe de alto calibre que aprecia e apoia uns aos outros. Nosso pessoal defende um local de trabalho enérgico, colaborativo e inclusivo, onde todos possam prosperar.
- A Cognizant é uma comunidade global com mais de 300,000 funcionários em todo o mundo.
- Não sonhamos apenas com um caminho melhor – nós fazemos acontecer.
- Cuidamos de nossas pessoas, clientes, empresa, comunidades e clima fazendo o que é certo.
- Promovemos um ambiente inovador onde você pode construir o plano de carreira certo para você.
Quem somos:
A Cognizant é uma das principais empresas de serviços profissionais do mundo, transformando os modelos de negócios, operação e tecnologia dos clientes para a era digital. Nossa abordagem consultiva exclusiva baseada no setor ajuda os clientes a visualizar, construir e administrar negócios mais inovadores e eficientes. Com sede nos EUA, a Cognizant (membro do NASDAQ-100 e uma das Melhores Empregadoras do Mundo da Forbes 2024) é consistentemente listada entre as empresas mais admiradas do mundo. Saiba como a Cognizant ajuda os clientes a liderar com o digital em nosso site.
A Cognizant é uma empregadora que investe em equidade. Sua candidatura não será pautada em raça, cor, gênero, sexualidade, credo, origem, deficiência, gravidez ou qualquer outra característica protegida pelas leis brasileiras.
Se você tem uma deficiência que requer adaptações razoáveis para procurar uma vaga de emprego ou enviar uma candidatura, envie um e-mail para [email protected] com sua solicitação e informações de contato.
Disclaimer:
As informações de compensação são precisas a partir da data desta publicação. A Cognizant se reserva o direito de modificar essas informações a qualquer momento, sujeito à lei aplicável.
Os candidatos podem ser obrigados a comparecer a entrevistas presenciais ou por videoconferência. Além disso, os candidatos podem ser obrigados a apresentar seu documento de identificação emitido pelo estado ou governo atual durante cada entrevista.
Embora nosso sistema permita a candidatura em todos os idiomas, o(s) idioma(s) e o(s) nível(is) de proficiência exigidos para o trabalho variam. No entanto, é necessário um nível básico de inglês para fins de comunicação em toda a empresa.