Required Skills: IVR and Contact center systems, NICE CXone, Dynamics 365, Nexidia, Hammer

Job Description

IVR Quality Engineer

Fort Mill, SC or New York City, NY

6 month contract to hire

Beeline: 26679-1

·         IVR & Telephony Expertise: Deep understanding of call flows, SIP protocols, DTMF, and routing logic, with experience across platforms like Genesys, Avaya, Cisco, and Twilio. Able to interpret IVR design documents and call flow diagrams. (open to any of these)

·         Test Automation for Voice Systems: Skilled in tools like Hammer, Cyara, and Twilio for IVR testing, plus Selenium, Appium, and Playwright for UI/API automation. (they use hammer now but are not tied to using it. They want someone to come in and maybe suggest another an option) Proficient in scripting with Python, Java, or JavaScript to simulate call flows and automate test cases. (they use java but are open to any programming language)

·         Voice Recognition & NLP Testing: Familiar with ASR and TTS systems, and capable of testing voice intents and dialogue flows using platforms like Nuance, Google Dialogflow, or Amazon Lex.

·         API & Backend Testing: Experienced in validating RESTful APIs and backend services using Postman, SoapUI, JMeter, and custom scripts. Understands session management, data validation, and call log analysis.

·         Quality Engineering & DevOps: Strong foundation in test strategy, defect triage, and CI/CD integration. Comfortable with tools like Jenkins, Git, JIRA, and qTest, with a focus on shift-left testing and improving test coverage and observability.

1. Are any of them flexible? yes

9. Day to Day Responsibilities/project specifics:

·         Develop and execute test strategies for IVR and contact center systems

·         Lead testing across platforms like NICE CXone, Dynamics 365, Nexidia, and Hammer

·         Collaborate with cross-functional teams to define quality standards and ensure coverage

·         Use Hammer (or another tool that they come in and suggest) for load, regression, and functional testing of telephony infrastructure

·         Validate CRM workflows and integrations within Dynamics 365

·         Build automated test scripts using tools like Selenium, Postman, and JMeter

·         Track and report defects, performance metrics, and test results

·         Create test data and scenarios to support coverage

·         Document and manage bug resolution

·         Operate within Agile/Scrum teams to deliver high-quality software