What you’ll be doing...

As an IVR QA Analyst, you’ll be working within our Professional Services Contact Center Services Quality Assurance team and perform QA testing of enterprise-wide Contact Center solutions for customers from many verticals. The Professional Services team implements and maintains both Verizon hosted and CPE solutions which contribute millions in Verizon revenue. The custom IVR and voice solutions are critical to our customers, so our focus is to consult with both quality and a sense of urgency in mind. The work is sometimes done from a Verizon office, remotely, and (at times) from a customer location. You’ll be working within our Professional Services QA team to perform testing of enterprise-wide Contact Center solutions for customers from many verticals. In this role you will work on testing brand new custom solutions, as well as test the new features and tuning existing solutions.

You will be responsible for:

  • Writing detailed test plans, creating test cases designs, and the test execution, and providing test results for customer projects.
  • Identifying, documenting and prioritizing defects, and working with the teams to investigate and resolve the issues.
  • Providing regular status reports on the testing (i.e. Test cases burndown report, test results summary, etc.).
  • Working with project stakeholders to review requirement and design artifacts to identify issues early in the SDLC.
  • Creating level of effort estimates for Test case design and execution.
  • Managing and reporting on defects.
  • Interfacing with customer for UAT testing, managing the defect evaluation / resolution process.

What we’re looking for...

You’ll need to have:

  • Bachelor’s degree in computer science or four or more years of work experience.
  • Three or more years of experience with IVR QA Testing
  • Experience writing test plans, test cases, and test designs from functional requirements use cases and designs documents specifically for contact center quality assurance.
  • Experience testing IVR / VXML, Genesys platforms.
  • Experience working with Oracle RDBMS and SQL.
  • Experience with HP Quality Center, JIRA or other quality assurance testing tools.
  • Experience with test automation.
  • Willingness to travel as needed, generally estimated as less than 15% travel per year.
  • Willingness to work as needed after business hours and on weekends, generally once every few months.

Even better if you have:

  • Bachelor’s degree in computer science or five or more years of experience in IVR Quality Assurance.
  • Five or more years of experience writing test plans, test cases, and test designs from functional requirements use cases and designs documents specifically for contact center quality assurance.
  • Experience in test automation with Cyara or other automation tools.
  • Ability to work with business analysts and designers to improve/clarify requirements, business rules, use cases, and application design.
  • Ability to work with database administrator and application support to manage test environment needs and issues, and to plan post-implementation validations.
  • Extensive capability to analyze and report project risks.
  • Demonstrated effective communication.

When you join Verizon...

You’ll be doing work that matters alongside other talented people, transforming the way people, businesses and things connect with each other. Beyond powering America’s fastest and most reliable network, we’re leading the way in broadband, cloud and security solutions, Internet of Things and innovating in areas such as, video entertainment. Of course, we will offer you great pay and benefits, but we’re about more than that. Verizon is a place where you can craft your own path to greatness. Whether you think in code, words, pictures or numbers, find your future at Verizon.

Equal Employment Opportunity

We're proud to be an equal opportunity employer- and celebrate our employees' differences,including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.