The individual will be involved in the following critical activities:
Involved in focused testing involving contact center solutions including call center routing and management, IVR and integrations with other systems.
Work closely with CRM and .COM teams to understand routing strategies for optimal customer experience.
Work closely with NICE CXOne team and platform and testing call flows.
Create and run functional, integration, regression, and ad-hoc, and test cases; including both positive and negative scenarios.
Create detailed, comprehensive, and well-structured test plans for functional, integration and regression testing.
Perform integration and functional testing for code delivered by the development team during each sprint.
Participate in sprint planning and story creation to identify items that will need to be resolved prior to testing
Collaborate with developers, business analysts and project management teams to develop, publish and implement software quality assurance plans along with appropriate KPIs
Design and implement test strategy and develop estimates.
Provide technical leadership/supervision for the creation, design, execution, documentation and maintenance of test plans and test cases (automated and manual testing)
Work closely with onshore and offshore testers to ensure testing deliverables are met
Follow standard QA methodologies to ensure the delivery of quality products.
Log and report defects and escalate issues
Work to meet project schedules, timelines and deadlines.
Experience with Test Management tools (a plus)
Support business users in UAT activities for all major and minor releases.
Support once a month weekend production validation for all major releases
Strong attention to detail
Proactive nature, with a strong work ethic and eagerness to take initiative and go the extra mile
The ideal experience and critical competencies for the role include the following:
Bachelor’s degree in Computer Science or a related technical field
2-5 years of experience designing, implementing, and supporting cloud contact center solution including call center routing, IVR design and integrations.
Strong understanding of contact center technologies including call center routing, IVR and integrations with other systems.
Experience supporting NICE CXOne platform, agent flow script, and data capture utilizing Incontact Studio
Strong understanding of Call Flows
Experience with Integration and Regression testing
Experience and knowledge of Agile test management process and methodologies
3+ years of experience in software testing or related fields.
3+ years of hand on Quality Assurance experience with a key role in building and enhancing a QA function.
Experience with product development and testing life cycles including test approach and test case reviews.
Experience creating and maintaining test suites and cases in Azure DevOps Test Plans.
Experience in Test Automation using Selenium and/or TOSCA (a plus)
Familiarity with web app/SAAS/Paas software development, Azure Cloud computing solutions, Dynamics 365 and working knowledge of any Relational Database and DB Queries
Professional experience with software lifecycle management / Azure DevOps in a fast-paced software environment
The applicant must also have: Defect management experience and Test Life Cycle Management, any period of experience creating and reviewing of Testing Artifacts right from Test Strategy through Test completion report.
Must have working knowledge of DevOps Principles and Practices (CI, CD, Continuous Testing, etc.)
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