SUMMARY

• Over 7+years of extensive experience in software Quality Assurance, testing various domains.
• Extensive experience in testing Ecommerce, Customer CARE &Healthcare Applications.
• Analyzed, Designed and Implemented QA testing strategy for Web based and Client/Server applications (Manual & Automation testing).
• Ability to analyze to convert Business requirements for IVR Applications to Test Scenarios.
• Experienced with various testing techniques like GUI testing, Web testing, Regression testing, User Acceptance Testing, Performance Testing, Functional Testing, System Testing, Integration Testing, End to End Testing, Unit Testing.
• Worked in various Healthcare areas like Enrollment, Benefits, Claims, Medicare etc.
• Experience in analyzing business specification documents, designing & developing Test Plans, writing & executing Test cases.
• Experience in ACD/IVR with areas of specialization in Aspect Unified IP (UIP) and CXP.
• Design, build, and support production monitoring and regression testing for Cloud IVR application (AWS Connect) utilizing Empirix Hammer & CYARA.
• Experience in Understanding VUI Voice User Interface documents and Call flows to extract the IVR testing scenarios.
• Experience in Analysis of Software Requirement Specifications, Creation of Test Plans and development of Test Scripts, Test Cases and executing them.
• Experienced in writing Test Plans, Test Cases, Test Procedures and Test Scripts from Requirements.
• Experience in Real Time Reporting: CC pulse, Wallboard, Ticker.
• Expert testing multiple API for multiple agency and file processing system using SOAP UI.
• Experienced in testing Agent Desktop client on different IVR platforms like Aspect, Avaya, Genesys, AWS.
• Formulating Test Plans and Test Cases based on the User Requirements Specification (URS) and Functional Requirements document for the functionality and usability testing.
• Extensive experience in functional testing, integration testing, regression testing, black box testing, GUI testing, back - end testing and browser compatibility testing.
• Have excellent understanding of the Software Development Life Cycle and well versed in agile methodologies, open source test automation, and software development life cycle.
• Experience in Black box, Functional, Integration, System, Regression testing, Unit, User Acceptance, Load and Back End Testing which includes Database Testing.
• Kept a track of all QAT and UAT bugs/defects and helped the testers to resolve the issues and made a report of all the defects which were resolved and which were not using MS EXCEL.
• Coordinated efforts with test Lead to ensure test plans met the needs of each project and included at least the minimum required test cases.
• Performed, feasibility, adaptability study, and risk analysis to identify the business critical areas from USER perspective and supported multi-tier applications.
• Process good troubleshooting skills on Genesys Framework, Call Routing, IVR call flows.
• Define and review System Integration, End to End Regression and UATtesting.
• Good knowledge and extensive experience in Agile/Scrum development methodologies.
• Possess excellent communication skills and ability to work either independently or in a team, good interaction with developers, managers and team members to coordinate job tasks.
• Excellent analytical, communication, problem solving, and interpersonal skills.
• Experience managing requirements using JIRA, Remedy, Rally and HP Quality Center.

TECHNICAL SKILLS

Bug Tracking Tools: ALM QC, QC 10, Rally, Microsoft Test Manager, Jira, TFS, qTest.

Scripting Language: VB Script, HTML, DHTML, Java Script, XML

Testing Tools: Hammer Call Master, Postman, SOAP UI, Cyara.

Operating System: Windows, UNIX, Linux.

CI / CD Pipeline: Jenkins.

Languages: C, SQL, PL/SQL, PASCAL.

Databases: Oracle 8i/9i/10g/11g, MS-SQL Server 7.0/2010, MS-Access

PROFESSIONAL EXPERIENCE

Confidential, Rancho Cordova, CA

Sr. Application Software Engineer

Responsibilities:

• Developing test strategies, master test plans and test cases for Commercial Health plans projects.
• Performing IVR (Interactive Voice Response) testing of the application.
• Analyze user requirements, define test specifications, and write automated and Manual test scenarios and test cases for Aspect Commercial IVR Applications.
• Creating IVR automation frame works on Hammer call Master to support current and future requirements validation in both English and Spanish languages.
• Design, build and execute automation scripts for Aspect IVR applications using Empirix Hammer automation tool.
• Designed automated test scripts for one of the IVR application using Empirix Hammer on Demand (HOD) cloud version.
• Build test scripts and Campaigns in Cyara to execute multiple test scenarios.
• Tested agent call routing using Cyara Virtual agent.
• Working on creating test plans and test cases to validate Zip-code based call routings.
• Supporting Aspect to Avaya End to End migration project.
• Involving in functional, regression and load testing of SeveralIVRapplications.
• Performing daily checkout to validate self-service IVR and systems performance.
• Experience in supporting Monthly maintenance (Windows patching) for all Aspect servers.
• Supporting post windows patching validation to ensure all servers and services are back online using Aspect tools and running automated regressing test scripts.
• Executing the automation suite of scripts by using continuous integration tools like Jenkins.
• Performing execution of test cases manually to verify the expected results.
• Supporting development, testing and deployment of Post Call Survey for multiple Commercial Health Plans.
• Performing validation for API Web-services using SOAP UI.
• Creating test scenarios, test cases, test scripts and executed those test scripts using Hammer call master for AWS connect Pilot project.
• Reviewing Requirements to complete Test Planning, Test Strategy, Test Execution, Defect Analysis/Documentation and Test Status Reporting.
• Expertise in IVR testing for both type of call types DTMF (touch tone) and Speech (Voice).
• Understanding the IVR architecture and good with ACD, IVR, UIP and CXP architecture.
• Performing Admin role for both Aspect and Avaya platforms to configure skill, services and agent ID’s to the new and existing users.
• Perform system admin tasks by working on Service now request and Incident tickets for adding users to Avaya Uptivity, NICE engage and Aspect UCC Administration.
• Performing trouble shooting for the users with skill issues and resolving the issues with in the same day of the request.
• Experience in generating the reports in both Aspect and Avaya related real time reporting and Monitoring tools.
• Executing test cases and reported defects into Jira.
• Performing regression testing on multiple health plans.
• PerformingACD/IVR, call routingtesting.
• Performing SQL queries for data validation. Worked on day-to-day SQL Server operational task.
• Responsible for testing status updates in Agile stand-up meetings.
• Configuring the test suite to Jenkins to make it run on every successful deployment, which helped reduce the feedback loop time to the developers.
• Use advanced knowledge of IVR applications to provide technical assistance in identifying evaluating and resolving test problems.

Confidential, Woonsocket, RI

QA Analyst

Responsibilities:

• Involved in all phases of testing life cycle (analysis, design and execution).
• Create and Execute the test cases for IVR, CTI and Genesys Applications.
• Complete understanding of the application technologies: Genesys FW, CME, URS, SCI, GVP.
• Exposure to Call Routing/Strategy Capabilities, CTI, and T-Server operations.
• Interacted closely with designers and software developers to understand application functionality and performance issues.
• Validate created work Items in Genesys IWD (Intelligent Workload Distribution) for opportunity ID and work distribution.
• Create and validate OCS (Outbound Call Service) records in GA (Genesys Administration).
• Create Outbound calls to Genesys work Space (Desktop Application) by rescheduling Campaigns in Genesys Administration.
• Validate predictive and preview calls to qualifying agents and Enrollment Representatives.
• Validating different call types I in Genesys work space (WDE).
• Created test requirements based on the business specification requirements that are at a very high level.
• Worked with developers and designers of BPM System to make sure development understands business process and detailed technical requirements.
• Managed project staff in the delivery of contact center technology throughout the country.
• Proficient with testing REST APIs, Web & Database testing.
• Gathered requirements for call routing, call treatment, reporting, Cloud IVR, WFM and operational management.
• Evaluated hammer call master to automate testing of IVR from manual to automation.
• Learning new tools and components and understanding the complete Telecom OSS/BSS stack
• Performed analysis and conceptual design of IVR System, VXML, GrXML.
• Worked with Cloud IVR SMEs to document VUI specifications.
• Updated Call Flows, phrases/ vocabulary, transfer points as part of IVR optimization.
• Reconfigured Dialogue Modules using In-Grammar, Out-of Grammar recognition performance metrics.
• Created use-case scenarios and storyboards in MS Word and MS PowerPoint for better visualization of the application and managed them using Rational Requisite Pro.
• Create Test scripts in Cyara for regression environment.
• Authored test plans, test cases for various test scenarios and helped testing team to better understand the test scripts.
• Experience with Voice User Interface, Call Flows, phrases/ vocabulary, transfer points
• Extensive experience in using HP Quality Center (Test Planning, Test Lab and Defect Tracking).
• Testing multiple content controls that are created and incorporated in to TFS work item types.
• Designed Automation Test Framework using QTP.
• Utilizing Cyara environment to develop and support existing and new IVR test scripts
• Worked with Descriptive programming and VB scripting in Quick Test Pro.
• Performed batch testing using QTP.
• Created the SQL scripts for demonstrating the prototypes and for verifying the result sets
• Worked as a User/Customer advocate and negotiated with user as well as the technical team and management staff to resolve any outstanding requirement conflict during the whole SDLC process.

Environment: Rational Suite (Rose, Requisite Pro), SQL, IVR, Sharepoint, MS Visio, Hammer, Cyara, Agile, Restful, Load Runner, Test Director (Mercury Interactive).

Confidential

Manual Tester

Responsibilities:

• Analyzed requirements, functional specifications &required documents for manual Testing.
• Reviewed project spaces and worked closely with BA and development for creating Test cases.
• Reviewed and updated Requirements Traceability Matrices (RTM) that specify all required Project’s test conditions.
• Prepared test plans to identify test strategies and resources
• Interacted with the offshore team daily to monitor the project progress.
• Developed test cases and Test scenarios; execute test cases, analyze any defects or bugs and reported as appropriate.
• Gathered requirements for call routing, call treatment, reporting, IVR, WFM and operational management.
• Expert testing multiple API for multiple agency and file processing system using SOAP UI.
• Experience in all phases (Interaction, Initiation, Negotiation, Notification and Billing of customer order flow in End to End scenarios of CRM-OMS-Provisioning Systems and Billing Systems.
• Experience in Manual Testing and Automation testing tools like Quick Test Pro QTP, Quality Center Test Director and Cyara Platform
• Performed analysis and conceptual design of IVR System, VXML, GrXML.
• Used Empirix Hammer to test IVR scripts and environment.
• Worked with IVR SMEs to document VUI specification.
• Expertise on Testing REST API using Robot Framework and SOAP UI.
• Updated Call Flows, phrases/vocabulary, transfer points as part of IVR optimization.
• Proficient in Manual Testing and Automation testing tools like Empirix Hammer Call Master, Quick Test Pro QTP, Load Runner Performance Centre, Quality Centre Test Director and Empirix E-Test Suite.
• Experienced with automated testing tools such as Empirix Hammer Call Master IVR automation Tool, demonstrated experience independently creating test automation
• Linked requirements to tests & defects as well as analyzed and tested defects is QC (Quality Center)
• Wrote SQL queries for database backend Testing.
• Prepared Test Plans, Test Scripts and Test Cases based on functional specifications and user requirements.
• Involved in weekly walkthroughs and inspection meetings, to verify the status of the testing effort and the project.
• Validating all the payment billing sections as per the business requirements.
• I verify that links work and direct the user to the correct page or application
• Prepares and submitsQA/QI reports to the Manager of Quality and Testing
• Involved in defect review, checkpoint and root cause analysis meetings.
• Involved in System, Functional, End-to-End, Regression, Integration, UAT, Ad-hoc, Risk-based, Usability testing and retesting.

Environment: &Tools: Manual Testing, MS Office, Quality Center, SQL Server, Windows, Power point.