IVR QA Analyst

Job description

Creation of functional requirements based on business/client/end user needs - Experience in technical writing - Experience working on large/complex projects - Ability to communicate with engineers on requirements and expected outcomes - Familiarity with voice components and/or contact center practices/procedures - IVR knowledge of call flows, automation, self service - IVR, Complex ACD testing (both speech and DTMF) - Automation testing using Cyara or similar tools - Smoke testing, System integration testing, regression testing - Creation of Visio call flows, both detailed and high level based off User interface documentation