IVR Testing Analyst
Core
Designing and executing automated testing scripts for IVR, Chatbots, and Gen AI automation to ensure quality standards in banking customer service frameworks.
Role type
Intermediate IVR Automation Testing Analyst
Builds
Automated test scripts, CX models, and test cases using Cyara and Kore.ai tools for Retail Banking, CRS, and Brands.
Domain
Financial Services / Banking / Customer Experience Automation
Deliverable
production ML models | product features
Required skills
IVR testing, automated test script development, Cyara tool proficiency, Chatbot testing, Gen AI/Prompt Engineering, SQL/Query databases, application prototyping, root cause analysis, compliance auditing, project status reporting.
Preferred skills
Gen AI tools, Prompt Engineering Certifications, Chat Ops, IVR/Cust Service in banking, Cyara tool expertise, large complex/global environment experience.
Technologies
Cyara, Kore.ai, SQL, CBOL/MBOL
Responsibilities
Build automated test scripts for IVR, BOT, and Gen AI; conduct product evaluations of vendors; provide third-line support for IVR outages; identify and prioritize automation opportunities; monitor quality message playing in IVRs; support projects and provide status updates; create installation documentation and training materials; assess risk and ensure compliance with laws and regulations.
Seniority
Intermediate, hands-on IC
