IVR QA & Integration Test Analyst - Senior Software Engineer

Position Description

Company Profile:

Founded in 1976, CGI is among the largest independent IT and business consulting services firms in the world. With 94,000 consultants and professionals across the globe, CGI delivers an end-to-end portfolio of capabilities, from strategic IT and business consulting to systems integration, managed IT and business process services and intellectual property solutions. CGI works with clients through a local relationship model complemented by a global delivery network that helps clients digitally transform their organizations and accelerate results. CGI Fiscal 2024 reported revenue is CA$14.68 billion and CGI shares are listed on the TSX (GIB.A) and the NYSE (GIB). Learn more at cgi.com.

Your future duties and responsibilities

Job Title: IVR QA & Integration Test Analyst

Position: Senior Software Engineer

Experience: 4–6 Years

Category: Software Engineer

Shift: Rotational Shift

Work Mode: Hybrid (3 days WFO)

Primary Location: Bangalore

Employment Type: Full Time

Required Qualifications To Be Successful In This Role Role Summary:

We are seeking an experienced IVR Tester with integration expertise to manage, maintain, and optimize.

• 4+ years of QA and Integration Testing experience.
• 4+ years testing IVR platforms (Five9, Genesys, Amazon Connect, Cisco CVP, NICE CXone, etc.).
• Experience testing AI powered customer service solutions and conversational IVR applications.
• Strong background in Telecom or Contact Center environments.

Scope of Work:

Support testing activities across the following initiatives:

AI Features

• AI Call Summary Generation (Inside Sales)
• AI Call Summary Generation (Customer Care)

Activities

• Validate AI generated summaries
• Verify transcription accuracy
• Test business rules and prompt outputs
• Validate CRM updates
• End to end workflow testing

Five9 IVR Enhancements

Support testing for:

• 30 Day New Customer VIP Treatment
• En Route Kindness Messaging
• CCCS Reporting
• Sales Journey Optimization
• IVR Platform Stability & Messaging
• Five9 Middleware
• Five9 Bugs & Production Fixes

Activities

• IVR call flow validation
• Menu navigation
• Routing logic
• ANI/DNIS validation
• Queue assignment
• Agent routing
• Callback functionality
• Prompt verification
• Failover testing
• Performance testing

Middleware & Integration Testing

Validate integrations between

• Five9
• Middleware
• CRM
• Databricks
• Reporting Platform
• APIs
• Customer Database

Activities

• API validation
• Data mapping
• Request/Response validation
• Error handling
• Retry logic
• Logging validation

Databricks Validation

Feature

• IVR Data Validation & Reporting

Activities

• Validate IVR events
• Validate call records
• Data reconciliation
• Reporting validation
• Dashboard testing
• ETL validation

Reporting Validation

Support

• CCCS Reporting
• Marketing Call Exclusion
• Transcript Storage

Activities

• Report accuracy
• KPI validation
• SQL validation
• Data completeness
• Historical comparison
• Export validation

Customer Journey Testing

Validate complete customer journeys including

• Inbound Call
• Authentication
• IVR Navigation
• Agent Transfer
• AI Summary
• CRM Update
• Reporting
• Transcript Storage

Regression Testing

Support

• Sprint Regression
• Release Regression
• Smoke Testing
• Production Validation

UAT Support

Activities

• Prepare test cases
• Execute UAT
• Coordinate with business users
• Defect triage
• Go live validation

Required Skills Contact Center

• Five9
• IVR Platforms
• ACD
• Call Routing
• Voice Recording

Testing

• SIT
• UAT
• Regression
• Functional Testing
• API Testing
• End to End Testing

Integration

• REST APIs
• Middleware
• JSON
• XML
• Data Validation

Reporting

• SQL
• Databricks
• Power BI (preferred)
• Data Reconciliation

Test Management

• Azure DevOps
• Jira
• HP ALM (nice to have)

Deliverables

• Test Strategy
• Test Plan
• Test Cases
• Test Data
• Defect Reports
• Regression Suite
• SIT Completion Report
• UAT Sign off Support
• Go Live Validation Report
• Post Implementation Verification

Preferred Candidate Profile The ideal resource should have experience with:

• Five9 or similar cloud contact center platforms.
• AI enabled IVR and conversat…