MetLife

Location:  Must live within a commutable distance of the Cary, NC, office

Training - 8 - 10 weeks, (830a-5p) - IN PERSON at Cary NC office

Once a month in office for meetings 

IVR UAT Testing: 

• Responsible for documenting, reviewing and approval of the test scenarios and test steps (including end to end) for each feature and user story. Prepare Test data for testing. Test the desired user experience, contained within IVR
• Act as a lead in creation, preparation and conduct quality assurance reviews with the business partners. Attend initiative meetings with Business Analyst & Project status meeting
• Work with Product Owner to resolve issues and defects through collaboration within the delivery team and across the organization
• Review test scenarios and test cases with business partners and get approval prior to testing
• Ensure that post-production / smoke testing is conducted and issues are escalated and resolved
• Monitor and track all testing efforts using Agile principles and tool set (e.g. Azure)
• Ensure UAT testers have access to the correct lower region environment to conduct testing  
  
  Technical & Professional Skills Required 
  • Expert understanding of Collaboration Tools such as Azure DevOps, SharePoint, Microsoft Teams, Microsoft Powerpoint, Microsoft visio
  • Have a Testing Mindset: Ability to test Personas, Understand customer journey
  • Document User story writing and Acceptance Criteria in Azure
  • Expert Understanding of technologies used in the IVR and telephony: Dialogue Design tools, Chat bot, Text to Speech, Speech Recognition, Toll Free Number Engineering,  Automatic Call Distribution, Natural Language Processing
  • Excellent Communication, organization and planning skills
  • Stakeholder Management
    
    Experience Required
  • 2+ years’ current experience working within IVA/IVR in a Call Center
  • 2+ years’ experience with creating documentation for communication with varied audiences
  • 2+ years’ experience testing call center applications
    
    Experience Preferred
  • Agile Methodology experience
  • SAFe Agile Certification preferred
  • 1+ years’ experience with project management
  • Gensys Cloud experience 
  • Dental Product knowledge