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Senior IVR Quality Engineer

GCC India -
Hyderabad, Telangana

Apply Now

Job details

Full-time
8 days ago

Qualifications

CI/CD
ISTQB Certification
Telephony
Azure
Computer Science
Cucumber (software testing tool)
DevOps
Selenium
Git
Microsoft Dynamics 365
.NET
Java
Master's degree
Analysis skills
IVR
VoIP
Quality assurance
Bachelor's degree
JavaScript
Continuous integration
Computer Engineering
Natural language processing
Scrum
GitHub
APIs
Agile
AI
Jenkins
GitLab
Communication skills
Python

Full job description

What if you could build a career where ambition meets innovation?

At LPL’s Global Capability Center, you'll find a collaborative culture where your voice matters, integrity guides every decision, and technology fuels progress. Your skills, talents, and ideas will redefine what's possible. LPL's success reflects its exceptional employees, who together pursue one noble purpose: empowering financial advisors to deliver personalized advice for all who need it. We’re proud to be expanding and reaching new heights in Hyderabad.

Join us as we create something extraordinary together.

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 continous 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 track bugs to closure
Working in an Agile/Scrum environment to deliver high quality software

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
Demonstrated ability - and strong aptitude - to use AI-assisted engineering tools(e.g. GitHub, Copilot, Cursor, or similar) to improve productivity, code quality, and problem-solving efficiency
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

LPL Global Business Services, LLP - PRIVACY POLICY

Apply Now

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