What are the responsibilities and job description for the Senior IVR Quality Engineer position at Associate Staffing?
The Company
A prominent fortune 500 financial services firm with a nationwide network of independent financial advisors. This company offers an extensive selection of investment products and services to individuals, businesses, and institutions, with a strong emphasis on utilizing innovation and technology to cultivate client relationships.
About The Role
Our client is seeking a Senior IVR Quality Engineer to lead testing and quality assurance for enterprise contact center and IVR (Interactive Voice Response) applications. This position is ideal for someone passionate about building seamless customer experiences through reliable, high-performing voice systems—and who thrives on improving quality processes from the inside out.
As a senior member of the Quality Engineering (QE) team, you’ll bring deep IVR domain knowledge and a hands-on testing mindset to drive improvements in automation, process, and test strategy. You’ll collaborate closely with developers, architects, and product partners to ensure every customer interaction—across platforms like NICE CXone, Microsoft Dynamics 365, and Hammer (Empirix)—meets the highest standards of quality and performance.
What You’ll Do
Associate Staffing is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment based on race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status under applicable law. We are committed to creating a diverse and inclusive work environment and welcome applicants from all backgrounds to apply for open positions with our company.
A prominent fortune 500 financial services firm with a nationwide network of independent financial advisors. This company offers an extensive selection of investment products and services to individuals, businesses, and institutions, with a strong emphasis on utilizing innovation and technology to cultivate client relationships.
About The Role
Our client is seeking a Senior IVR Quality Engineer to lead testing and quality assurance for enterprise contact center and IVR (Interactive Voice Response) applications. This position is ideal for someone passionate about building seamless customer experiences through reliable, high-performing voice systems—and who thrives on improving quality processes from the inside out.
As a senior member of the Quality Engineering (QE) team, you’ll bring deep IVR domain knowledge and a hands-on testing mindset to drive improvements in automation, process, and test strategy. You’ll collaborate closely with developers, architects, and product partners to ensure every customer interaction—across platforms like NICE CXone, Microsoft Dynamics 365, and Hammer (Empirix)—meets the highest standards of quality and performance.
What You’ll Do
- Lead Quality Efforts for IVR Systems: Design, execute, and optimize test strategies across complex IVR and telephony ecosystems.
- Automate the Right Way: Develop automated tests for IVR, UI, and APIs using Hammer (Empirix), Selenium, Postman, Playwright, or JMeter—integrated directly into CI/CD pipelines.
- Partner Across Teams: Work alongside developers and product teams to ensure test coverage, drive defect triage, and embed quality earlier in the development lifecycle (“shift-left” mindset).
- Validate Voice and Speech Features: Test call flows, ASR, text-to-speech, and NLP-driven features across platforms like NICE, Nuance, and Amazon Lex.
- Monitor and Improve: Use data from logs, observability tools, and performance metrics to uncover insights, improve automation efficiency, and reduce release time.
- Mentor and Innovate: Share best practices with peers, explore new testing tools, and continuously refine how quality is measured and achieved.
- A seasoned IVR testing professional with a deep understanding of call flows, DTMF, and telephony protocols (SIP, VoIP).
- A true Quality Engineer mindset—you think strategically about testing, quality metrics, and automation frameworks.
- A natural collaborator who works well with developers, architects, and fellow QEs to solve problems efficiently.
- A continuous improver who isn’t afraid to challenge the status quo and suggest new tools or processes that make the team better.
- 5 years of experience in Quality Engineering or SDET roles with a focus on IVR and contact center testing.
- Strong hands-on experience with NICE CXone, Hammer (Empirix), Nexidia, and Microsoft Dynamics 365.
- Deep understanding of telephony and IVR fundamentals—call routing, SIP/VoIP, DTMF, and contact center design.
- Experience with IVR automation tools and test frameworks such as Selenium, Playwright, JMeter, Postman, or SoapUI.
- Experience integrating tests into CI/CD pipelines (Azure DevOps, Jenkins, or GitLab).
- Excellent analytical, communication, and documentation skills.
- Experience with speech recognition, NLP, ASR, or voice AI platforms (e.g., Nuance, Amazon Lex, NICE Enlighten).
- Familiarity with cloud contact center platforms (Genesys, Five9, or Twilio).
- Background in backend/API testing and interpreting logs for performance validation.
- Certifications in ISTQB, CXone, or Microsoft Dynamics.
- Financial services or enterprise-scale software testing experience.
Associate Staffing is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment based on race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status under applicable law. We are committed to creating a diverse and inclusive work environment and welcome applicants from all backgrounds to apply for open positions with our company.
Salary : $65 - $70
