IVR Quality Engineer

Senior Ivr Quality Engineer

We are seeking a Senior IVR Quality Engineer to lead quality assurance efforts for our enterprise IVR and contact center platforms. This role will focus on ensuring the reliability, performance, and customer experience of voice applications and integrations across platforms such as NICE CXone, Microsoft Dynamics 365, Nexidia, and Hammer (Empirix). The ideal candidate will have deep experience in automated and manual testing of IVR systems, strong analytical skills, and a passion for delivering high-quality customer interactions.

You'll work closely with product and engineering teams to understand features, develop and automate test cases, improve product quality and shorten release time from dev to production.

You Will Be:

• Design, develop, and execute test strategies for IVR and contact center applications.
• Lead end-to-end testing efforts across platforms including NICE CXone, MS Dynamics 365, Nexidia, and Hammer
• Collaborate with development, product, and operations teams to define quality standards and ensure test coverage.
• Utilize Hammer Test System for load, regression, and functional testing of IVR flows and telephony infrastructure.
• Validate CRM integrations and workflows within Microsoft Dynamics 365.
• Develop automated test scripts using tools such as Selenium, Postman, JMeter, or similar.
• Monitor and report on test results, defects, and performance metrics.
• Mentor junior QE engineers and contribute to continuous improvement of QE processes.
• Create and maintain data scenarios to support test plans and test cases.
• Analyzing test results, being a vocal proponent for quality in every phase of the development process
• Documenting and tracking bugs to closure
• Working in an Agile/Scrum environment to deliver high quality software

Basic Qualifications

Location: Charlotte, NC

Duration: 12 months +

Onsite: 3 days a week

Required Qualifications

Bachelor's degree in technical field, Computer Science, Computer Engineering or equivalent

5+ years of experience as a Quality Engineer or SDET with a focus on IVR and contact center technologies.

Hands-on experience with NICE CXOne, Hammer (Empirix), Nexidia, and Microsoft Dynamics 365.

Strong understanding of telephony protocols (SIP, VoIP), call routing, and IVR design.

5+ years working with test processes, methodologies, tools and technology

Automation experience working with technologies: Java, Python, Java Script, .Net etc.

Familiarity with CI/CD tools such as Azure DevOps, Jenkins, Octopus, or GitLab.

Excellent problem-solving, communication, and documentation skills

Ability to thrive in a fast-paced environment where resourcefulness, determination, and strong problem-solving skills are necessary for success.

Positive attitude and the ability to complete assigned objectives with minimal supervision.

Preferred Qualifications

Master's degree in Computer Science, Computer Engineering or related field

Experience with speech recognition, natural language processing, or AI-driven IVR.

Knowledge of cloud contact center platforms (e.g. Genesys, Five9)

Certifications in ISTQB, CXone, or Microsoft Dynamics are a plus.

Excellent understanding of CI/CD and how QA/automation process fits into the model

Knowledge of automation tools like Appium, Xcode, Selenium, BDD and Cucumber

Fluent in API and UI testing and creating automation test suits

Prior experience working as QA or SDET in Agile/Scrum teams, Financial Industry experience is plus