Test Analyst

Experience - 4 - 10 Years


Job Summary

Serve as a test analyst within a hybrid work model focusing on end to end validation of contact center journeys supported by IVR systems and cloud platforms. Apply structured agile testing practices using Jira and Scrum to ensure reliable customer interactions and robust channel experiences delivering high quality outcomes that support organizational goals and improve service reliability.

Responsibilities

• Execute comprehensive test analysis and design activities for IVR solutions integrated with AWS Connect to ensure reliable and efficient customer interaction flows across supported channels.
• Develop detailed test cases and test data aligned with agile user stories captured in Jira to validate functional behavior usability aspects and system stability under various contact scenarios.
• Perform systematic functional and regression testing of IVR call flows including menu navigation error handling and call routing to confirm that changes do not negatively impact existing customer experiences.
• Collaborate closely with product owners scrum team members and business analysts to clarify acceptance criteria and refine test scopes so that delivered features accurately meet documented business needs.
• Conduct end to end testing across multiple customer channels such as voice self service and assisted service journeys to verify seamless transitions and consistent experience regardless of entry point.
• Coordinate day to day test execution within Scrum ceremonies by providing clear progress updates raising impediments early and contributing to sprint planning through realistic test effort estimates.
• Analyze defects identified during test cycles by capturing clear reproduction steps in Jira and partnering with developers to support quick resolution and robust verification of applied fixes.
• Apply agile testing practices including continuous validation and early feedback to improve feature quality reduce rework and accelerate delivery of stable contact center capabilities.
• Review requirements and solution designs for IVR and AWS Connect components to identify testability gaps and propose practical improvements that support reliable automation and efficient manual validation.
• Document test results expected outcomes and observed behaviors in an organized manner to provide traceability from requirements through execution and support audit or compliance needs.
• Support continuous improvement of test processes by suggesting enhancements to test templates review practices and automation opportunities that increase coverage and reduce cycle time.
• Contribute to quality metrics reporting for the agile team such as defect trends test coverage and readiness indicators to inform decision making before production releases.
• Assist in assessing channel related business scenarios by validating real world customer journeys and highlighting potential experience issues that could impact satisfaction and operational efficiency.

Qualifications

• Demonstrate practical experience in using Jira for test management defect tracking and agile collaboration with at least two years of hands on involvement in project delivery.
• Show strong familiarity with Scrum practices including participation in sprint planning daily standups reviews and retrospectives while aligning testing activities with iterative delivery.
• Exhibit proven capability in IVR testing by designing and executing voice call scenarios validating prompts and ensuring accurate routing behavior within complex call flows.
• Possess relevant experience in testing solutions built on AWS Connect or similar cloud based contact center platforms with an understanding of configuration impacts on call handling.
• Apply solid agile mindset by embracing incremental testing continuous feedback and cross functional collaboration to maintain high quality outcomes in a fast paced environment.
• Demonstrate good analytical and problem solving skills by interpreting requirements identifying edge cases and resolving ambiguities that could affect test coverage and reliability.
• Bring helpful exposure to channels domain knowledge such as multi touch customer journeys or omnichannel service strategies which enables realistic and meaningful test scenario design.
• Operate effectively in a hybrid work model by managing time communication and collaboration tools to keep testing activities synchronized with onsite and remote team members.
• Communicate clearly in both written and spoken form to convey test findings risk assessments and recommendations in a concise manner to stakeholders across technology and business.
• Maintain professional adaptability within day shifts by supporting planned release schedules and participating in occasional extended validation windows when project timelines demand.