SUMMARY

• Around 5 years of extensive experience in Software Testing using Web - based and Desktop applications with strong business knowledge in Healthcare and Banking domain.
• Experience in Contact Center applications like IVR, CTI, and Agent Desktop Web applications on Genesys Engage platform.
• Expertise in Test Case Design, Test Tool Usage, Test Execution, and Defect Management for various test case scenarios.
• Actively involved in user acceptance testing (UAT), end user trainings and participated in cross-functional teams to re-engineer and improve business processes.
• Defect reporting, analyzing, tracking and report generation using HP ALM, CA Rally, JIRA as Test Management Tools.
• Preparing and uploading the reports like (Test Execution Report, Defect report, RTM, Test summary reports) of each test cycle for Test Manager Approval.
• Experience in working Cyara test Automation for Contact Center Testing. Using the modules in Cyara like Test Cases, Blocks, CX Model and Campaigns to perform day to day activities.
• Participated in Call flow, SA review meetings with Design Analyst’s and deriving the test cases from call flows, requirement documents for System Testing for each release cycle.
• Performed Test Management activities and Test Execution for various applications like Web Applications, Voice Applications (IVR), Database and CTI application.
• Performing various software testing - Manual, Database, Functional, Voice XML, Web Applications as well as Windows Stand Alone Applications Testing; engineering test cases design / strategies for design verification / product validation.
• Excellent testing experience in all phases and stages of Software Testing Life Cycle (STLC) and Software Development Life Cycle (SDLC) with good working knowledge of testing methodologies, tasks, resources and scheduling in Waterfall and Agile methodologies.
• In depth expertise in all aspects of the SDLC including requirement analysis, design, development, testing till the deployment in testing standpoint.
• Experienced in working various SDLC models (Agile-SCRUM, V-Model and Waterfall) and involved in all SDLC phases from Project Initiation to Post Deployment meetings.
• Strong problem-solving skills, quick learner and able to work independently as well as a team member of varying sized teams.
• Carrying out the test plans, test cases and test scripts; monitoring the UAT activity to ensure the validation of business requirements and functional specifications.

TECHNICAL SKILLS

Methodologies: Agile-Scrum, Waterfall.

CCS Tools: Cyara, Genesys CME, CC Pulse, GAX (Genesys Administrator Extension), ALM Admin, Splunk

Database Tool: DB2.

Agile Tools: Agility and Rally.

Contact Center Technologies: Genesys

PROFESSIONAL EXPERIENCE

Confidential

IVR Automation Engineer

Responsibilities:

• Participated in Call flow, SA review meetings with Design Analyst’s and deriving the test cases from call flows, requirement documents and involved in Test execution in System Test and Staging environments.
• Attending scrum ceremonies like Daily Standups, SPRINT planning and tracking the Product Backlog.
• Working experience on validating Call Center Technology Solutions (CTI Solutions, Call Routing, Agent Interface).
• Involved in end 2 end QA activities and performing Test Execution in SysTest and staging environments for various Contact Center applications like Web Applications, Desktop Applications and CTI application.
• Performed impact analysis and identified the impacted scenario’s (Test Cases) for regression test execution for each release.
• Used CA-Rally for reserving, executing test cases, defect tracking, and the complete test management
• Facilitates self-service options, such as access to checking account information or user-directed call routing, by processing user commands through touchtone input or speech-recognition technologies.
• Designed test scrips in Cyara Automation Tool to verify end to end call flow.
• Skilling the Agents and verifying Virtual Agent Groups and updating the OPM overrides in Genesys Administrator Extension.
• Preparing on QA signoff documents and supporting UAT and post prod checkout activities.
• Attending defect triage meetings and walkthrough defect reports with offshore/Onshore and Development teams to expedite defect resolution process.
• Provides overall Automation QA status reporting and escalate issues risks in a timely manner to management and assist to resolve ongoing issues.

Environment: MS Office, Windows 7, Rally, CC Pulse, WWE, GAX, Genesys Softphone, Cyara.

Confidential

QA Analyst

Responsibilities:

• Experience in Testing DTMF, Speech Recognition IVR Applications.
• Experience in automation testing using Cyara.
• Identifying requirements of testing environments and areas that require improvement.
• Executing automated test scripts and conducting root cause analysis
• Developing and implementing test strategies and tools, and creating QA test procedures
• Supporting test setup, analyzing defect metrics data and attending defect calls
• Testing behavior of IVR systems to assist callers.
• Testing voice quality and voice recognition functionality of IVR Systems.
• Call Treatment Validation - Treatment logic including EWT (estimated wait time), Priority routing, default routing, Overflow, RONA, and Queue message be tested, Validation of both regular hours and holiday treatments, After Hours, Messages.

Environment: MS Office, Windows 8, HP ALM 12.53, Genesys