Skills - Experienced with testing Omnichannel customer journeys to thoroughly examine the transition points of communication.
- Experienced in CRM based application testing.
- Experienced with testing and validating Voice, IVR, Call routing, mails, SMS and chat communications
- Good exposure to test management tools JIRA/Rally
- At least 3-7 years of experience in Testing & Engineering activities
- Good to have automation knowledge on any one of the automation tools like(STAMP, CYARA and HAMMER)
- Demonstrate expertise in Agile/Scrum frameworks
- Experienced in different phases of testing (SIT, Component, Usability and UAT)
- Capture business, functional and technical requirements from customers and internal users for our Contact Center Services (ACD, WFM, Dialer, Omni-Channel, etc)
- Create Visio and Microsoft Word documents of Contact Center business requirements, process flows, and automated call flows
- Reviews all documents for completeness, identifies exceptions and missing or problematic business rules
- Cultivates, interprets and matures client Contact Center Business Requirements Documents (BRDs)
- Analyzes and ensures integration points between BRDs and our Contact Center Services capabilities
- Helps negotiate Contact Center product functionalities with the client
- Translates Contact Center BRDs into functional specifications for internal engineering, QA and external client audiences
- Scopes projects and works with the PMO to prioritize deliverables
- Ability to work in team/individual in diverse/ multiple stakeholder environment
- Proactively identifying the risk and create a mitigating plan.
- Good exposure in client communication.
- Good knowledge on QA governance process.
- Daily reports on progress, solutions implemented, and pending issues
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