Quality Assurance Specialist - Contact Center Call Flow Automation
- FCS Software Solutions
- 6 - 11 years
- Noida, Gurugram
- 3 days ago
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Job Description
** Urgent Hiring for the Role of Quality Assurance Specialist - Contact Center Call Flow Automation for our Team**
Role: Quality Assurance Specialist - Contact Center Call Flow Automation
Duration: Contract
Location: Remote
Work timing: US EST Hours
Job Summary:
Seeking a technically skilled Quality Assurance Specialist to join our team and lead the implementation of automated testing solutions for contact center call flows. This role combines quality assurance expertise with technical automation skills to ensure our customer interactions meet the highest standards of quality and reliability. The ideal candidate will design, develop, and maintain automated testing frameworks that validate call routing, IVR systems, agent workflows, and overall customer experience across multiple communication channels.
Key Responsibilities
Automation Development & Implementation
- Design and implement comprehensive automated testing frameworks for contact center call flows, including inbound, outbound, and Omni channel interactions
- Develop automated test scripts for IVR (Interactive Voice Response) systems, call routing logic, and queue management
- Create automated validation processes for agent desktop applications, CRM integrations, and workflow systems
- Build and maintain test automation infrastructure using industry-standard tools and frameworks
- Implement continuous integration/continuous deployment (CI/CD) pipelines for automated testing
Quality Assurance & Testing
- Establish testing protocols and quality standards for all contact center technologies and processes
- Perform end-to-end testing of call flows, including scenario-based testing for various customer types and situations
- Conduct regression testing to ensure system updates don't negatively impact existing functionality
- Monitor and analyze call quality metrics, system performance, and customer experience indicators
Technical Analysis & Reporting
- Analyze test results and provide detailed reports on system performance, defects, and improvement opportunities
- Collaborate with development teams to identify, document, and track defects through resolution
- Create and maintain comprehensive test documentation, including test cases, procedures, and automation scripts
- Develop dashboards and metrics to track quality trends and system reliability
- Provide technical recommendations for system improvements and optimization
Cross-functional Collaboration
- Work closely with contact center operations, IT, and vendor teams to ensure seamless integration of testing processes
- Partner with business stakeholders to understand requirements and translate them into testable scenarios
- Provide training and support to operations teams on quality processes and testing tools
- Participate in implementations, and change management initiatives
Required Qualifications
Technical Skills
- Bachelor's degree in Computer Science, Information Technology, Engineering, or related technical field
- 3+ years of experience in quality assurance and test automation
- Proficiency in test automation tools and frameworks (Cyara, Hammer, Quicketest, Selenium, or similar)
- Experience with contact center technologies (ACD, IVR, CTI, workforce management systems)
- Strong programming skills in languages such as Python, Java, C#, or JavaScript
- Knowledge of API testing tools and methodologies (REST, SOAP, Postman, SoapUI)
- Familiarity with CI/CD tools (Jenkins, Azure DevOps, GitLab CI)
Contact Center Knowledge
- Experience with cloud-based contact center platforms (Amazon Connect, Genesys Cloud, Five9, etc.)
- Knowledge of call center metrics and KPIs (ASA, FCR, AHT, SLA)
- Familiarity with omnichannel customer experience platforms
- Understanding of compliance requirements (PCI DSS, HIPAA, SOX) as applicable to contact centers
Analytical & Communication Skills
- Strong analytical and problem-solving abilities with attention to detail
- Excellent written and verbal communication skills
- Ability to work independently and manage multiple projects simultaneously
- Experience with agile development methodologies and project management tools
Preferred Qualifications
- Professional certifications in quality assurance (ISTQB, CSTE) or contact center technologies
- Experience with performance testing tools (LoadRunner, JMeter, BlazeMeter)
- Knowledge of machine learning applications in quality assurance
- Familiarity with speech analytics and voice biometrics technologies
- Experience with cloud platforms (AWS, Azure, Google Cloud)
- Background in telecommunications or customer service operations.
Note: Interested candidates can drop their resumes at aa*******i@fc***d.com
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Quality AssuranceRole Category: Quality Assurance - OtherRole: Quality Assurance - OtherEmployement Type: Full timeContact Details:
Company: FCS Software SolutionsLocation(s): Noida, Gurugram
Keyskills: Automation IVR Contact Center Quality Assurance Hammer Cyara Amazon Connect Genesys CTI Selenium
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FCS Software Solutions
FCS is a leading provider of IT services. In the past one decade of its existence, FCS has carved out a niche for itself in core IT areas like E-learning, Digital content services, Resource staffing, BPO and Product engineering services. As a business innovator, FCS helps clients achieve extraordina...
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