The role requires: - 1 year of experience - Secret / Tier 3 - Primary Location: 100% remote, no travel, no co-location - Level: Junior - Expected Role Duration: 5/26 Further position details: Description: The CCTMI (Contact Center Technology Modernization and Innovation) Project seeks an experienced contact center quality specialist with knowledge of functional testing. In this role, you will report to the Testing Lead on CCTMI and work closely with a team of 2-3 other full-time testers. Job Duties: The candidate will: 1. Review requirement and design documentation and develop test scenarios from the documentation including positive, negative, exploratory, boundary, and other types of functional tests. 2. Translate test scenarios into test cases with test steps detailing for a tester how to validate the test scenario and what the expected result should be at each test step. 3. Trace test cases back to requirements and vice versa to ensure bidirectional requirement traceability and adequate test case coverage. 4. Execute test cases using MS Excel to track results and capture defects. 5. Work with engineers in defect triage to validate expected vs. actual test results including solutioning fixes and retesting the failed test case and defect to verify the solution fix works as expected. 6. Support the Testing Lead on CCTMI with User Acceptance Testing (UAT) and Load/Performance Testing supporting our clients' volunteer testers. Required Experience: -2 years of experience in an IT project testing role -1+ years of experience working in a contact center with understanding of fundamental concepts such as Interactive Voice Response (IVR), Automated Call Distributiion (ACD), Voicebots, Skills/Queues, Agent Workspace, Softphone, Workforce Management (WFM), Forecasting, Scheduling, Shift Bidding, Quality Management (QM), and Evaluation Scorecards. -Proficiency in MS Excel is a must Preferred Experience: -1+ years of experience with Amazon Connect -1+ years of experience with Calabrio or Calabrio ONE or Calabrio WFM -1+ years of experience with Contact Center metrics such as Calls Queued, Calls Handled, Calls Abandoned, Abandon Rate, Service Level, Average Speed of Answer, Average Talk Time, Average Hold Time, Average Handle Time, Interval Reporting, etc.
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