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This role will be responsible for executing test strategies in place and assist Leads to ensure the delivery of quality software applications within Call Center Technology such as IVR, PBX, Avaya, Agent facing desktop applications, Chat, Call Recording, Dashboards. Involved in test planning, writing test cases/scripts, test execution and test case automation. Designs test plans and complex test cases and documents results in Micro Focus ALM (HP ALM) and JIRA. Works on multiple programs/systems as a project team member. This person will design, conduct and report on a variety of caller experience testing initiatives, conduct system changes, perform analysis and reporting, and assist with all Charter system operations. Additionally, they will evaluate natural language and voice recognition technologies that contribute to Charter’s vision for Customer Service.
MAJOR DUTIES AND RESPONSIBILITIES
Manage the creation of test environments, test accounts and test data requests.
Write detailed test scripts with acceptance criteria.
Report test case execution performance and provide failure details to internal and vendor teams.
Recommend caller experience evaluation methodologies to solve business problems.
Contribute to the strategic plan for Charter’s natural language/voice recognition self-support systems.
Continuously iterate and improve Charter’s Customer service experience within IVR, PBX, Avaya, AppBar, ETS Studio, QMS, Chat, based on extensive analysis of Applications’ call flows, exit points, utilization, speech performance, and call listening.
Define intuitive troubleshooting and customer process flows to enable self-service.
Build effective relationships with the Customer Care, Telephony, IT, Engineering and Network Operations teams.
Proactively identify customer experience technology trends and propose solutions.
Customer-focused and Technology-focused, and actively and consistently support all efforts to simplify and enhance the customer experience.
Expand role into other Interactive Customer Care initiatives as required.
Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Ability to analyze and synthesize complex data
Keen attention to detail
Ability to make decisions and solve problems while working under pressure
Ability to use personal computer and software applications (i.e. Microsoft Office etc.)
Ability to work with others to resolve problems, handle requests or situations with employees, customers, and suppliers, in person, on the phone, and by written communications in a clear, straight-forward, and professional manner
Ability to work with cross-functional team of internal and external resources located onshore and offshore
Ability to manage multiple projects while coordinating efforts across a variety of functional areas
Exceptional written and verbal communications skills
Independent, Analytical thinker, Problem solver
Knowledge of cable and telecommunications products and services (e.g., cable/high speed Internet/ telephone)
Strong organizational skills
Project management skills
Strong knowledge of telephony and customer support systems
Strong analytical approach to presenting recommendations and making decisions
Familiar with PBX Call routing technology involving call center environments
Strong skills in analyzing and resolving defects
Experience in using HP Test Suite, JIRA, Soap UI testing Tools
Ability to develop comprehensive SDLC artifacts such as test plans, test cases
Solid understanding of software development life cycle (SDLC)
Thorough understanding of quality assurance process, tools and methodologies
Bachelor's degree in computer science or related field, or equivalent experience
Related Work Experience
5+ years of experience in related industry (Telecommunications, IVR, Cable)
5+ years of experience in related testing techniques and methods
2+ years of experience in project management
Related Work Experience
Testing Certification ISTQB Foundation Level Agile/Certified Tester
Experience working in Telecom industry
HP Test Tool Certifications
Experience with Cyara/Empirix or other automated testing tools
Experience working with Telecom infrastructure (Avaya Communication, PBX/IVR technology, Avaya Experience Portal)
Travel as required
Must be willing to work flexible work schedules including evenings, weekends and holidays.
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