Summary:

• Around 12 years of diverse experience in the field of information technology and 7 yrs experience in CC/IVR(Contact Center) with the emphasis on Quality Assurance, QA Methodologies, ATTD(Acceptance Test Driven Development),
• Business Requirements Analysis, User Acceptance Testing (UAT), Front - end(UI) Testing, Back-end Testing ( Database). Extensive Experience in Testing Client/Server and Web Based Applications (Web Testing), CISCO,Genesys, AVAYA to NICE-InContact Migration (Contact Center) / IVR(CTI), Call Routing Strategies, Call Transfer,
• Call Monitoring, Call Conference etc, Max Agent Marquee validation, HOOP(Hours of Operation), Browse ACD Files, Whisper, Grammar Files, Skills in Campaign validation etc Experience with IVR Automation tools like CYARA, Empirix Hammer GO(On Demand),SMC(Supervisor Management Control), FINESSE and NICE.
• Around 9+ Years extensive experience in Manual Testing. Experienced in All 3 models Waterfall, V-Model and Agile(Scrum).
• Had each Sprint for 2 weeks which contained STLC from initiation of testing to sign off. Daily Scrum meetings to discuss updates of the development and testing.
• Interacting with Scrum Master, for all the issues related to issues and requirements. Sprint Retrospective meetings by Scrum Master at the end of each Sprint.
• Tested both On Premise and Software as a Service(SaaS)(Cloud) model.
• Involved in various Testing phases like Test Policy, Test Methodologies, Test Strategies etc.
• Execute and wrote test documentation for Test Plan, Test Design and Test Strategy, Test Cases.
• Wrote Test Cases based on Boundary value Analysis(BVA),Equivalence Class Partition(ECP),Static Testing, Dynamic testing.
• Designed Planned Created and Executed Test Cases and made Test Case Selection Review.
• Executed Test Batches or Test Suites which are logically formed with the Test Cases.
• Experience in different Testing methodologies like Functional testing, Regression t
• Unit and Integration Testing as part of Black Box testing. Involved effectively in the Software development life cycle(SDLC)/(STLC) right from development through Various Testing phases. Involved in the preparation of RTM(Requirements Traceability Matrix) and TRM(Test Responsibility Matrix) which is defined as mapping between Development stages and Test factors.
• Knowledge of Loan IQ for automating and optimizing decision making for quicker resolution.
• Worked as part of Compliance team to meet requirements for loan eligibility and loan processing and loan servicing.
• Evaluating the high costs of system and process redundancy within commercial lending operations. Checking the transparency, risk management, providing customer insight and simplifying entry into business lines
• Hands on experience on CTI(Computer Telephone Integration) and excellent knowledge on Mobile Testing with various Operating Systems like Android and Windows besides Openware.
• Worked using Cruncher for Performance, Replay for functional testing of CYARA.
• Wrote IVR test cases in CYARA and formed Campaigns.
• Evaluating Campaign results and test case results and reporting.
• Worked with Blocks and Data Driven Testing of CYARA for Regression Testing.
• Worked on Reports developed in CYARA tool for functional testing with Replay and for performance testing with Cruncher as part of IVR testing.
• Marquee checking on Max Agent screen of NICE Incontact, Call Back Options, Virtual call on Hold testing using CYARA.
• Analysed Replay, Cruncher, Outbound Reports and followed retesting and regression testing for improving quality of the IVR.
• Validated requirements with various states like Success, Satisfactory, Failed for test cases in CYARA.
• Tested Satisfactory levels of IVR Prompts with various levels starting from 50% to 80%.
• Worked on both DTMF, Speech and Hybrid IVR.
• Used New Block, Import, Audio files in CYARA as part of scheduling testing .
• Tested for Voice Quality and Recognition from the Nuance Reports,prompt Analyzer of CYARA and Recordings from NICE Incontact of individual calls
• Wav files are compared with IVR prompts messages that are being played as part of of IVR testing process.
• Response Time, Speech Recognition, Error Handling, Synchronization, Confidence levels are tested
• Used various CYARA tags like {*}, {Bargein}, {Choice},{ignore},{language es-us},{number},{ AlphaNum},{Bypassrecognition},{Measure Response Time to begin} etc.
• Wrote scripts, developed Databanks and executed Scenarios in Empirix Hammer.
• Developed Scripts in Go Script Builder and analysed results in Results log for every script before running a scenario in Empirix Hammer .
• Used Variables menu to create variables for uploading Wav files as part of IVR testing in Empirix Hammer.
• Used Concept of tags and Phrase Syntax rules like {*}, |(pipe operator), {lang:en-US},, {} etc in Empirix Hammer.
• Analyzed Call Status and Metrics associated with IVR call flow testing in Empirix Hammer.
• Worked with Lower Bound and Upper Bound time settings and Recognize Timing icon for synchronization purpose in Empirix Hammer.
• Have built basic routing strategies using CISCO SMC tool based on skill of the agents depending up on their proficiency of the different areas of the application.
• Have built basic routing strategies using CISCO SMC tool based on Business Hours of various departments.
• Have built basic routing strategies using CISCO SMC tool based on path of the call flow like Single Queue, Multi Queue etc.
• Have built basic routing strategies using CISCO SMC tool based on skill of the agents depending up on their proficiency of the different areas of the application.
• Have built basic routing strategies using CISCO SMC tool based on call data interaction data and based on segment of ANI and DNIS.
• Unit, Integration testing, Exploratory Testing, GUI testing, System Testing, Interface, User Acceptance testing(UAT),Installation, Compatibility and Load testing.
• Analyzing the Low Level Design(LLD’s) and High Level Design(HLD’s) documents as part of Testing.
• WebTesting like Sitemap Testing, Static Text Testing Using Automation Tools as well as Manually using I.E 8.0.
• As part of Web Testing tested the Broken Links on the web page and audit trails.
• Involved in testing Outgoing links, Internal links, MailTo links etc on the web pages.
• Experience with Preparation of Test Plan, Test Case Suite, Defect Handling, User Meetings as part of Testing.
• Involved in testing cookies, Database testing, Interface testing as part of web testing.
• After completion of Final Regression cycles, concentrated on User Accepting testing (UAT) to correct feedback in two types of approaches such as Alpha Testing and Beta Testing.
• Involved in the meetings continuously with users and modifying the Test Cases accordingly to test the new features developed in the application as per the user requirements as part of UAT.
• UAT Test Cases: The Test cases help the team to effectively test the application in UAT environment.
• UAT Test Results and Error Reports: This is a log of all the test cases executed and the actual results.
• User Acceptance Sign-off: This is the system, documentation, and training materials have passed all tests within acceptable margins.
• Extensive experience in Descriptive Programming in QTP using QTP Script and VBScript on the projects.
• Worked with Hybrid Model Framework (Test Driven Development) or CSTAF(Customised Software Test Automation Framework) which is a mix of Data Driven based testing, Keywords based testing and Functions based testing.
• Extensive Experience in testing Stand Alone, Client Server, Web Service testing.
• Used the concept of Compiled Module in Win Runner and Re-Usable functions in Q.T.P Framework.
• Backend Testing using DDL, DML, TCL, DQL like SQL concepts.
• Used Join Concepts (Outer join, Equi Join etc) in SQL for joining and retrieving data from two tables.

TECHNICAL SKILLS

• Operating Systems: Windows95/98/NT/2000/XP,UNIX,MS Word, MS Excel, MS Access(MS Office).
• Automated Testing tools: CYARA, SMC, Finesse, Nice - Incontact, HP/Mercury (Q.T.P 10.0,Win runner 8.0, Load Runner 6.0),Javalin Stress Tester, Selenium, JUNIT, POSTMAN.
• Management tools: Test Director 8.0, Quality Center 11.0 (ALM), Team Track, Star Team, Sharepoint (Artifacts),Version One.TFS(Team Foundation Server)
• Rational Clear Quest 7.0,Jira, DOORS.: SharePoint, Version One.
• Languages & Protocols: TSL Scripts, Perl, C, C++, Java(OOPS), VBScript, QTP Script, XML,SOAP UI, API.
• Web Servers: Java Web Server 2.0,Weblogic,Websphere, IIS/Servlet, ApacheTomcat5.0.
• Version Controls: Visual Source Safe, Rational Clear Case 6.0
• Database: Oracle7.x/8.0/8i/9i(SQL,PL/SQL),SQL Server, SQL Plus AquaDataStudio 4.7/6.0,TOAD .

PROFESSIONAL EXPERIENCE

Confidential

Senior IVR QA and UAT Tester

Roles and Responsibilities:

• Followed Scrum Methodology, a type of Agile Approach (Test Driven Development) for this Web Based Project.
• Had each Sprint for 2 weeks which contained STLC from initiation of testing to sign off.
• Daily Scrum meetings to discuss updates of the development and testing.
• Daily reporting to Scrum Master, for all the issues related to issues and requirements.
• Attended Retrospective meetings as part of scrum methodology at the end of each Sprint by Scrum master to increase the productivity of next Sprint.
• Associated closely with scrum master, developers, QA Engineers in review and modification of the requirements to evaluate the requirements traceability matrix with TFS
• User Acceptance Sign-off: This is the system, documentation, and training materials have passed all tests within acceptable margins.
• After completion of Final Regression cycles,concentrated on User Accepting testing(UAT) to correct feedback in two types of approaches such as Alpha Testing and Beta Testing.
• Involved in the coordination of UAT and coordination of users.
• Involved in the meetings continuously with users and modifying the Test Cases accordingly to test the new features developed in the application as per the user requirements as part of UAT.
• Developed Matrix Reports consisting of test data that is to be given to IVR/CC system separately depending up on the caller for example Client,Provider etc.
• API Testing.
• Worked with People located in multiple locations in executing CC/IVR Test Cases and developing Matrices.
• Wrote Test Cases for IVR set up from the Use Cases starting from START to EXIT .
• Written and executed Test Cases for call flows ranging from 10 to 40 pages in a Use Case.
• Tested CTI(computer Telephone Integration) after testing the application and database.
• Used CYARA tool for IVR functional Testing.
• Worked on testing IVR set up with different types of Speech Recognition, ANI(Automatic Number Identification), DNIS(Dialed Number Identification Service).
• Worked using Cruncher for Performance, Replay for functional testing of CYARA.
• Worked with Blocks and Data Driven Testing of CYARA for Regression Testing.
• Wrote IVR test cases in CYARA and formed Campaigns.
• Worked on Reports developed in CYARA tool for functional testing with Replay and for performance testing with Cruncher as part of IVR testing.
• Analysed Replay, Cruncher, Reports and followed retesting and regression testing for improving quality of the IVR.
• Validated requirements with various states like Success, Satisfactory, Failed for test cases in CYARA.
• Used various CYARA tags like {*},{Bargein},{Choice},{ignore},{language es-us},{number},{AlphaNum},{Bypassrecognition},{Measure Response Time to begin} etc.
• Tested Satisfactory levels of IVR Prompts with various levels starting from 50% to 80%.
• Worked on both DTMF, Speech and Hybrid IVR.
• Used New Block, Import, Audio files in CYARA as part of scheduling testing .
• Tested for Voice Quality and Recognition from the Nuance Reports and prompt Analyzer of CYARA

Skill Set Required: CYARA Automation, Avaya, NICE in-Contact, WFM(Work Force Management) C#, Java,SQL/PLSQL, Webservices (REST, SOAP UI), HTML, XML, SIP Trunks, MS Dynamics, Microservices, Java Script, AGILE (Scrum Methodology), Visual Studio, Jira, Bit Bucket, Jenkins, Windows.

Confidential

Sr.QA Engineer and UAT Tester

Roles and Responsibilities:

• Followed Scrum Methodology, a type of Agile Approach (Test Driven Development) for this Web Based Project.
• Had each Sprint for 2 weeks which contained STLC from initiation of testing to sign off.
• Daily Scrum meetings to discuss updates of the development and testing.
• Daily reporting to Scrum Master, for all the issues related to issues and requirements.
• Attended Retrospective meetings as part of scrum methodology at the end of each Sprint by Scrum master to increase the productivity of next Sprint.
• Followed ATTD (Acceptance test driven development) model.
• Associated closely with scrum master, developers, QA Engineers in review and modification of the requirements to evaluate the requirements traceability matrix with TFS
• User Acceptance Sign-off: This is the system, documentation, and training materials have passed all tests within acceptable margins.
• After completion of Final Regression cycles, concentrated on User Accepting testing(UAT) to correct feedback in two types of approaches such as Alpha Testing and Beta Testing.
• Involved in the coordination of UAT and the coordination of users.
• Involved in the meetings continuously with users and modifying the Test Cases accordingly to test the new features developed in the application as per the user requirements as part of UAT.
• UAT Test Plan: This outlines the Testing Strategy

Environment: Manual Testing,TFS, Version One,Sharepoint (Artifacts), Quality Center 10.0(ALM), Clear Quest 8.0, Agile(Scrum) Methodology, Java, Web Services, API,Voice XML, VBScript, Perl, FTP, MS Office, Windows 7.0,SQL,PL/SQL.

Confidential

Sr.QA Engineer and UAT Tester

Roles and Responsibilities:

• Followed Scrum Methodology, a type of Agile Approach(Test Driven Development) for this Web Based Project.
• Had each Sprint for 2 weeks which contained STLC from initiation of testing to sign off.
• Had 6 to 8 regression cycles for each sprint.
• Utilized TFS for code repository, raising defects and tracking tickets for test cases and documentation.
• Used TFS as a repository as part of changes and modifications in the requirements while working with scrum master, developers, fellow QA engineers.
• Attended Retrospective meetings as part of scrum methodology at the end of each Sprint by Scrum master to increase the productivity of next Sprint.
• Developed Matrix Reports consisting of test data that is to be given to IVR/CC system separately depending up on the caller for example Client, Provider etc.
• Wrote IVR test cases in CYARA and formed Campaigns.
• Worked on Reports in CYARA tool as part of IVR testing.
• Worked on both DTMF, Speech and Hybrid IVR.
• Used New Block, Import, Audio files in CYARA as part of Scheduling testing .
• Worked using Cruncher for Performance, Replay for functional testing of CYARA.
• Worked with Blocks and Data Driven Testing of CYARA for Regression Testing.
• Tested for Voice Quality and Recognition from the Nuance Reports and prompt Analyzer of CYARA.
• Worked on Reports developed in CYARA tool for functional testing with Replay and for performance testing with Cruncher as part of IVR testing.
• Analysed Replay, Cruncher, Outbound Reports and followed retesting and regression testing for improving quality of the IVR.
• Used various CYARA tags like {*}, {Bargein}, {Choice}, {ignore}, {language es-us}, {number},{AlphaNum},{Bypassrecognition},{Measure Response Time to begin} etc.
• Validated requirements with various states like Success, Satisfactory, Failed for test cases in CYARA.
• Tested Satisfactory levels of IVR Prompts with various levels starting from 50% to 80%.
• Worked with People located in multiple locations in executing CC/IVR Test Cases and developing Matrices.
• Wrote Test Cases for IVR set up from the Use Cases starting from START to EXIT .
• Developed Test Cases for various workflows in the usecase document and did negative testing on IVR call flows.
• Written and executed Test Cases for call flows ranging from 10 to 40 pages in a Use Case.
• Tested CTI(computer Telephone Integration) after testing the application and database
• Worked on testing IVR set up with different types of Speech Recognition, ANI(Automatic Number Identification),DNIS(Dialed Number Identification Service).
• Have built basic routing strategies using CISCO SMC tool based on skill of the agents depending up on their proficiency of the different areas of the application.
• Have built basic routing strategies using CISCO SMC tool based on Business Hours of various departments.
• Have built basic routing strategies using CISCO SMC tool based on path of the call flow like Single Queue, Multi Queue etc.

Environment: Manual Testing, CYARA ,CISCO IVR System, TFS, Quality Center 9.0(ALM), Finesse, SMC (Supervisor Management Control), NICE Clear Quest 8.0, Agile(Scrum) Methodology, Sharepoint,Java, Web Services, API, Voice XML,.Net, VBScript, Perl, FTP, MS Office, Windows 7.0,SQL,PL/SQL.