IVR QA lead

Job Title: IVR QA lead

Location: Charlotte, NC 28273

Relocation candidates are welcomed

Duration: 06+ months contract

Mode: Hybrid

Interview: Video Call
Visa: All visa workable

Primary Skills:

NGA Agentic , GECX, IVR testing, BOT/NLU testing, Google Evals, Roark, DTMF/speech validation, DB knowledge, API testing, Postman/JMeter, call flow testing, test case preparation, defect management, Logs verification and Debugging

Detailed Job Description:

· Verify end to end IVR call flows: greetings, menus, prompts, branching logic, validate that conversational bots correctly interpret speech, intent, and context, also test both DTMF (keypad) and voice based interactions.

· Ensure smooth transitions between IVR menus, bot interactions, and live agent transfers.

· Functional Testing of Conversational Features - Verify all bot features (FAQ responses, information retrieval, routing, etc.) and confirm error-handling scenarios (no input, invalid input, silence, interruptions).

· Backend & API Integration Testing Validate integration between IVR/BOT and backend services like Payment Gateways

· Automation - Build scripts or tools to automate IVR testing using: Cyara Framework, Selenium

· Defect Reporting and Root Cause Analysis -Log bugs with clear reproduction steps, logs, and voice recordings and work with developers, AI engineers, and call flow designers to isolate issues.

· Establish the creation of standard artifacts, best practices, standards and learning plans.

· Participate in the agile process to resolve technical impediments and assist in user story definition and sizing.

Top 3 responsibilities you would expect the Subcon to shoulder and execute

· Backend API Integration Testing Validate integration between IVRBOT and backend services like Payment Gateways

· Automation Build scripts or tools to automate IVR testing using Cyara Framework, Selenium

· Defect Reporting and Root Cause Analysis Log bugs with clear reproduction steps, logs, and voice recordings and work with developers, AI engineers, and call flow designers to isolate issues.

· Establish the creation of standard artifacts, best practices, standards and learning plans