AI IVR Tester

Job Title: IVR tester

Location : Chennai (Sipcot IT Park, Siruseri )

Mode of Work : Remote

Job Summary

We are looking for a IVR Tester with experience in IVR call flow testing, defect tracking, and validation of contact center applications. The role will involve System, Integration, and Regression testing, along with exposure to Agentic AI, conversational AI, and AI-driven contact center solutions to ensure quality delivery.

Key Responsibilities

• Analyse business and technical requirements and prepare detailed test cases.
• Perform manual IVR testing, including call flows, routing logic, prompts, DTMF, transfers, and error handling.
• Execute System, Integration, Regression, and End-to-End testing.
• Validate IVR and contact center workflows across different customer scenarios.
• Test AI-powered and Agentic AI-based conversational workflows, including intent handling, context retention, dynamic responses, and escalation to human agents.
• Validate AI agent behaviour, conversation flows, fallback scenarios, and integration with backend systems.
• Log, prioritize, and track defects using Azure DevOps or similar defect-management tools.
• Validate backend data using basic SQL queries.
• Perform Web Services/API testing and validate integrations between IVR, CRM, backend, and AI services.
• Prepare test execution reports, defect reports, and support UAT activities.
• Collaborate with developers, business analysts, product teams, and AI/automation teams to identify and resolve issues.
• Perform regression testing when IVR flows, AI models, prompts, integrations, or backend services are updated.

Requirements

• 3+ years of Manual Testing experience, preferably with IVR/contact center applications.
• Strong understanding of IVR systems and Contact Center technologies.
• Experience testing IVR call flows, routing, prompts, DTMF, transfers, and integrations.
• Experience with Azure DevOps or similar test/defect management tools.
• Knowledge of Web Services/API testing.
• Basic SQL knowledge for backend data validation.
• Understanding of Conversational AI / Generative AI / Agentic AI concepts.
• Ability to test AI-driven customer journeys and identify issues related to intent recognition, context, responses, fallback, and handoff to human agents.