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Ivr Test Engineer Resume

St Louis, MO


  • A highly meticulous and driven Quality Analyst wif a master’s degree and over 6+ years in QA Testing on a wide range of applications.
  • Currently on a project focused on IVR testing using Hammer Call Master. My SME skills are backend, IVR, web service/UI testing and experienced using JIRA.
  • I prefer to be in a collaborative environment where he can learn from others as well as noledge share.
  • I am keen ability to explain technical lingo to a non - technical audience and can do it in an incredibly understandable manner.
  • Experience in testing end to end IVR/PBX functionality using automated scripts.
  • Experience in Testing Web Applications
  • Participate in Requirement meetings and design walkthroughs.
  • Experience in developing Test Scenarios and Test Cases using QTest, Jira and ALM.
  • Create and report defects found in functional testing wifin QTest, ALM and Jira.
  • Experienced in web service testing using SOAPUI.
  • Experienced in various types of testing including Functionality Testing, System Testing, Positive and Negative Testing and Regression Testing of Standalone, Web Based and Client-Server applications
  • Performed Back End Testing by executing SQL queries.
  • Support User Acceptance Testing (UAT) wif Line of Business.
  • Strong Oracle SQL skills, that includes building and maintaining tables and indexes and creating PL/SQL scripts and functions.
  • Testing (UAT), Performance, Stress/Load, Regression, Black Box Testing on Web, Client/Server based applications.


IVR Test Engineer

Confidential, St Louis, MO


  • Leaded testing effort in migrating HealthNet’s aspect IVR platform to Confidential ’s Avaya telephony platform.
  • Developed table-driven framework in Hammer call master for end-to-end automated testing.
  • Executed test scripts using the test groups. Scheduled multiple tests runs to perform end to end IVR testing.
  • Validated IVR functionality including speech recognition, DTMF/Voice Input, Speech to text, agent transfer.
  • Configured Avaya Agents and Telephony in Hammer Configurator.
  • Performed server maintenance as needed, restarted servers, updated nuance file clips folder periodically.
  • Participated in red pen session along wif business analyst and developers to make crucial changes in existing call flow. Contribute to the entire implementation process including driving the definition of improvements based on business need and architectural improvements.
  • Updated transfer VDNs, closed hours, PSA and other conditional treatments as per the business requirement.
  • Assisted business in call development in MS Visio/Lucid Chart wif appropriate call navigation diagram.
  • Perform Web Service and API testing for member/provider authentication using Swagger/Postman.
  • Tested self-service scenarios using dynamic speech grammars in Hammer Call Mater.
  • Performed PBX testing, agent skills/group validation making sure calls are being transferred to desired VDNs and agents are assigned proper skills for the VDN.
  • Worked on incident tickets, much of task related to add/delete agent, allocate extension to agent in NICE engage platform and agent desktop (Avaya one-X) related issues.
  • Monitored IVR system using Dynatrace and reported any issues as it came across.
  • Validate MicroStrategy reports and the metrics, document the results accordingly.
  • Conducted a Demo session to ensure all the business expectation has been met.
  • Log defects into JIRA and update the JIRA board as per the workflow.

QA Analyst

Confidential, Hilliard, OH


  • Work in daily SIT touches base wif PMO, developers and testing teams.
  • Attend daily test status check-in calls and attended weekly contingency plan meeting.
  • Perform a revenue recognition testing in compliance to ASC 606.
  • Define the matrix to treat customers ECPD account separately from that of regular customer.
  • Validate of separate of IVR system BCGO for corporate customers that would has extra layer of security.
  • Test to make sure CISCO IP IVR system detects the account level plan wif batch IDs.
  • Ensure all the emulation of customer interaction wif our contact center and identification of problem is correctly made using Hammer Test System.
  • Create and validate test cases using SQL queries and Pivot tables.
  • Validate involving UAT testing through Automated Customer Care Service (ACSS), data mapping in Teradata and Oracle.
  • Use HP ALM to invoke a command line utility to kick off Call Master script on Hammer server.
  • Verify the UAT unmatched fallouts.
  • Work on Confidential wireless internal billing system, ACSS to retrieve the data, validate the billing information, check whether the all the data from ACSS is properly migrated to EDW or not.
  • Validate Term Period, Annual Volume Commitment amount, contract start and end date in Wireline OPTIX billing system, Confidential Business Customer Contract Respiratory System and OMEGA database.
  • Create, execute and maintain automated test scripts to verify application GUI and functionality.
  • Provide support to defect resolution process.
  • Perform retesting as required.
  • Discover software bugs and vet them wif resources from KMPG Design Team, FSG and RA.
  • Defect was opened in JIRA wif an agreement among all 3 parties.
  • Perform initial triage on all newly entered defects.
  • Map all test cases to the BRM ensuring that adequate test coverage is achieved.
  • Develop Requirement Traceability Matrix (RTM) to map the test cases wif the requirements.
  • Prepare QA Metrics like, test execution status, defect report and daily/weekly status reports.
  • Determine impact from contingency gap analysis.
  • Analyze differences between contingency and ARRE and address gap if needed.
  • Verify and update the SQL script by KMPG to the client if needed.
  • Perform smoke and sanity testing while data were migrated to different database environment such as staging and standardized tables in DPL and EDW.
  • Work on HP Load Runner to figure out Timeout failure and directory issues.
  • Execute Regression Tests, analyze the results and report any defects to the project team.

QA Analyst

Confidential, Union, NJ


  • Scripted the test cases and test plan and got them verified by QA/Dev team and signed off by the Product Owner.
  • Responsible for requirement analysis, test planning, test estimation.
  • Worked in manual and automated testing.
  • Tested specific application features like adding products to cart, localization, and order flow through, e-mail configurations as part of e-commerce application.
  • Used test lab module of Microsoft test manager to perform test execution activities by creating various test sets.
  • Worked in Agile test environment.
  • Participated Agile and scrum meetings, review and developed test scenarios.
  • Worked wif QA analysts and developers to ensure that all aspects of the system has proper testing coverage and overall system reliability, performance and quality.
  • Worked in web service testing for billing system named ACSS using SOAPUI.
  • Performed API testing using Postman.
  • Used ALM for test case management and defect management purposes.
  • Interfaced wif client business analysts, users to define and to document the testing scope and functional requirements for the POS store applications.
  • Created best practices documents for HP Quality Center.
  • Wrote SQL statement and store procedures in Oracle/SQL for querying for database.
  • Performed backend testing to validate the data using SQL queries including joins.
  • Conducted system testing, regression testing, GUI testing and cross browser compatibility testing during the releases and interacted wif the developers to resolve any technical issues.
  • Documented and reported defects wifin established process and tracking systems using Test

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