IVR QA Analyst / IVR Test Lead

Job Title: IVR Tester / Contact Center QA AnalystLocation: San Francisco, CADuration: 6 MonthsJob DescriptionWe are looking for an experienced IVR Tester with a minimum of 5 years of hands-on QA experience, ideally within the utilities industry. The candidate will be responsible for validating end-to-end contact center processes, ensuring system stability, performance, and alignment with business requirements.The ideal candidate should possess strong analytical skills, deep functional testing expertise, and a solid understanding of AI-driven applications, NLU (Natural Language Understanding), and contact center workflows.Key ResponsibilitiesAnalyze and validate end-to-end contact center and IVR workflows.Perform functional, regression, E2E, and performance testing across telecom, software, and reporting systems.Test and validate AI-enabled applications, including NLU-based features.Create and execute test plans, test cases, test scripts, and maintain test documentation.Collaborate with cross-functional teams to identify gaps, optimize workflows, and enhance system performance.Review user requirement documents to ensure testability and coverage.Validate that all user expectations and business needs are met during the testing cycle.Track and report defects using Jira, QC/ALM, or similar tools.Required Skills & Experience5 years of experience in IVR testing or contact center QA.Experience working in the utilities industry is highly preferred.Strong knowledge of testing methodologies including functional, regression, E2E, and performance testing.Experience testing AI and NLU-based applications.Proficiency with Jira and Quality Center (QC/ALM).Ability to write clear and comprehensive test documentation.Strong analytical and problem-solving skills.

Salary : $70 - $72