• 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
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