Designs and maintains automated QA frameworks and test suites for consumer-facing IVR and contact-center systems. Performs manual and automated testing across IVR, telephony, CTI, APIs, UI, integrations, and digital channels. Creates test plans and cases, validates call flows, manages defects, supports UAT, maintains traceability and coverage, contributes to CI/CD, code reviews, test strategy, metrics, and continuous improvement.
The Senior QA Automation Engineer will evolve manual testing into robust automation for a consumer‑facing IVR supporting Experian’s Consumer Services contact centers. You will design, build, and execute automated tests while also performing targeted manual QA where automation is not yet feasible.
Your work ensures high-quality user experiences, accurate call flows, reliable integrations, and ongoing quality coverage throughout the SDLC.
- Design, develop, and maintain an automation framework with a strong quality‑first mindset.
- Build and execute automated test suites using Cyara, Selenium, JavaScript, and GitHub, including CI/CD integration and environment orchestration.
- Perform manual functional, exploratory, regression, and integration testing for IVR, telephony, CTI, API, and UI components when automation is not yet implemented.
- Create and maintain test scenarios, test cases, acceptance criteria, and QA stories aligned with sprint increments.
- Validate call flow logic, routing behavior, error handling, usability, and system integrations across voice and digital channels.
- Test APIs manually and through automated scripts using tools such as Postman or Swagger.
- Document defects with detailed reproduction steps and collaborate with engineering teams to ensure accurate fixes and retesting.
- Participate in end‑to‑end testing efforts across multiple systems and product domains.
- Support UAT cycles, prepare test data, and contribute to root‑cause analysis.
- Develop and maintain requirements traceability matrices and ensure comprehensive test coverage.
- Contribute to test strategy, metrics, and continuous improvement practices.
- Promote best practices in coded test frameworks, participate in code reviews, and manage test assets in source control.
- Communicate risks, issues, and blockers that may impact project timelines.
Qualifications
- 5 to 7 years developing or maintaining automation test frameworks and tools.
- 2+ years transforming manual test processes into automated test coverage.
- 3+ years of software testing experience, including structured manual QA.
- Experience in voice contact center technologies: IVR, Call Routing, CTI, Agent Desktop.
- Experience testing APIs manually and via automated tools.
- Cyara experience is required.
- Proficiency in Selenium, JavaScript, GitHub.
- Ability to write clear, concise test plans, test cases, and documentation.
- Strong understanding of QA methodologies, tools, and end‑to‑end system testing.
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