IVR QA Lead

Quick Facts

• Role: IVR QA Lead
• Location: Charlotte, NC 28273
• Duration: 06+ months contract
• Work mode: Hybrid
• Relocation: Relocation candidates welcomed
• Interview: Video call
• Visa: All visa types workable

Description

You will verify end-to-end IVR call flows, including greetings, menus, prompts, branching logic, and correct bot interpretation of speech, intent, and context. The role covers both DTMF and voice interactions, functional testing of conversational features and error handling, and backend/API integration testing (e.g., payment gateways). You will also automate IVR testing using Cyara Framework and Selenium, and lead defect reporting with root-cause analysis.

Responsibilities

• Verify end-to-end IVR call flows (greetings, menus, prompts, branching logic) and validate bot speech/intent/context handling.
• Test transitions between IVR menus, bot interactions, and live agent transfers.
• Perform functional testing of conversational features (FAQ responses, information retrieval, routing) and validate error handling (no input, invalid input, silence, interruptions).
• Validate backend and API integrations between IVR/BOT and backend services such as payment gateways.
• Automate IVR testing by building scripts/tools using Cyara Framework and Selenium.
• Report defects with clear reproduction steps, logs, and voice recordings; perform root-cause analysis with developers, AI engineers, and call flow designers.
• Create and maintain standard testing artifacts, best practices, standards, and learning plans.
• Participate in agile to resolve technical impediments and assist with user story definition and sizing.

Requirements

• Experience leading IVR testing for end-to-end call flows and bot conversational validation.
• Ability to validate both DTMF (keypad) and voice-based interactions.
• Proven functional testing experience for conversational bot features and error-handling scenarios.
• Experience with backend/API integration testing with services such as payment gateways.
• Strong defect management and root-cause analysis skills with debugging using logs.
• Hands-on automation experience with Cyara Framework and Selenium.

Benefits

• 06+ months contract
• Hybrid work arrangement
• Relocation candidates welcomed
• Video call interview process