Contact Center Test SeniorLead
Contact Center Test SeniorLead
Posted on :
20-10-2024
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Job Description
Contact Center Test Lead (With 15 yr)
Location: Schaumburg IL. (locals are preferred but outsiders who can relocate will also work )
Hybrid
Duration: 12 months
Job Description:
- Good knowledge of Contact Center Domain preferably 4 years
- Good knowledge of IVR routing flows using Genesys Genesys Cloud CXHandson knowledge on automating IVR flows
- Testing Experience using Cyara cloudbased application to execute & develop automation scripts and writing SQL queries
- Testing Experience in all phases of the test cycle in CC domain including Integration/System Testing Regression Testing User Acceptance Testing
- Collaborate with internal users to gather and analyze business requirements for contact center solutions including telephony email chat IVR skills based routing knowledge management CTI interactions analytics quality management workforce management AI and reporting. Configure and customize these solutions
- Support leadership with defining quality standards for inbound outbound and automated standards to ensure quality and compliance standards are exceeded.
- Define data strategy for Contact Center KPI reporting and customer centric reporting
- Ability to analyze call data and performance metrics to identify trendsBest practices and areas for improvement
- Testing Experience in Salesforce/Service now integrations with Genesys Cloud
- Ability to quickly learn GDF/Google GCAI chatbots and voice bots Testing in integration with Genesys cloud for call routing to agents.
- Create test plans for QA releases upgrades Implement devops solutions to automate repetitive tasks and perform automated testing.
- Daily proactive testing and system health checks
- Participate in Service Level Monitoring System Monitoring Root Cause Analysis and continuous improvement efforts
- Good customer interfacing skills and ability to collaboratively work with different stakeholders in IT and Business
- Proficient in preparing Test plan strategy documents business testing document and ensure Quality assurance on project deliverables.
- Create new and modify existing IVR IVA and dialing campaign configurations per requirements.
- Experience with Test Management tools Rational Tool suite JIRA.
- Sale Force experience is a plus and automation tool is a plus
Employment Type
Full Time
Key Skills
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