Overview

About US:Full Potential Solutions (FPS) is a global, US-based company that helps contact centers around the world better engage with their customers. Our offices are in Boston, MA, Kansas City, MO, Chennai, India and Manila, Philippines. We are building cloud-based analytics products and services to enhance the end-to-end customer journey via omnichannel engagement (voice, email, SMS, chat and conversational AI) and to optimize agent performance.

Here are some of the exciting initiatives we are working on:

• Creating AI driven conversational experiences for a wide spectrum of global enterprises
• Designing and developing amazing user experiences across data visualization and analytic
• Building Salesforce solutions to drive customer engagement by leveraging ML to enhance contact strategy
• Developing standardized ML models to optimize customer engagement and agent performance across all our customers using various Python frameworks and AWS services (Transcribe, Comprehend, Sagemaker, etc.)
• Developing a comprehensive Data, Analytics, and Reporting platform to integrate, measure, and analyze millions of daily customer interactions/metrics across all our clients
• Building web/mobile apps to improve agent/manager performance across thousands of agents (metrics, gamification, collaboration)
• Deploying cutting-edge services with AWS, including microservices and serverless architecture, event notification services, and lots more

Our team has successfully built and scaled analytics-focused products and services at companies such as Salesforce, Demandware, IBM and Sprint. We have strong backgrounds in computer science, math and engineering from top universities such as Harvard, Yale and IIT. We strongly believe that empowered people are the key to building a great company. Our mission as a company is to create an environment where our people THRIVE. 

ABOUT YOU:

We are looking for a dedicated and mission-oriented Software Quality Assurance Engineer on our systems engineering team who will take care of the network and assist the service desk to resolve complex issues. You possess a unique skill of knowing Palo Alto firewalls, AWS networking and be very familiar with Windows and Linux Operating systems. You will work closely with the Engineering leaders. Creative problem-solving skills, strong technical background, proactive collaboration with teammates, and ability to iterate quickly and deliver value in our fast-paced and agile environment

Responsibilities

⦁ Develop Test Plans, Test Cases/Scripts, Testing Data and Traceability.⦁ Manage defects throughout the QA testing effort via testing management suite⦁ Perform QA by execution of manual and automated test scripts.⦁ Support the UAT process by validating reported defects.⦁ Support automation of testing efforts with ongoing assistance in establishing and enhancing these capabilities for improved automation and performance.⦁ Work collaboratively with various business divisions and technical resources.⦁ Support high-performance teams through their own actions.⦁ Provide accurate, well-written documentation such as defects templates, meeting minutes, status reports, user guides, etc.⦁ Support training of QA team members and business users on new functionality through live and recorded demonstrations.⦁ Support testing coordination with third parties when applicable.⦁ Perform predefined standard work, as assigned, to provide application management operational support and coordinate across departments:⦁ Troubleshoot reported system issues and open work order ticket as needed⦁ Provide user training and support for related applications.⦁ Perform other special assignments and related projects, as requested.

Qualifications

⦁ Minimum of 2-5 years of previous experience with software testing in a technical environment as SQA tester, business analyst, or other technical writer role working between technical and non-technical teams.⦁ The Software Quality Assurance (SQA) Practice is responsible for managing Quality of the developed software or application, ensuring that it meets and complies with the well-defined, mutually agreed upon requirements and/or standard quality specifications.⦁ Experience and familiarity with Automated Web Testing tools such as Selenium, Atlasssian, Katalon, Cypress, Cucumber, TestCraft, etc ⦁ Experience in Web Service Testing using SOAP UI⦁ Hands-on experience or knowledge with JIRA Bug Tracking Tool for investigating, documenting, and error reporting.⦁ Bachelor's degree in Computer Science, Information Technology, Mathematics, Engineering is preferred, or equivalent combination of education and experience.Desirable Skills and Experience:⦁ Has a flow mind set or exposure in Java, JavaScript or any programming language. Code review, debugging, and testing experience is a HUGE PLUS.⦁ Experience in supporting and testing IVR or any contact center applications ⦁ Cyara IVR Testing Tool is highly preferred⦁ Google Cloud Certification or experience in Google Cloud products is an advantage