An Information Systems professional with 9 plus years of experience in Software Analysis, Design, Development and Testing Manual and Automation of IVR, CTI, VoIP, Client Server and Mainframe Applications. Experience with QA Methodology and QA Validations to ensure Quality Assurance Control.

• Expertise in Writing, Executing and Maintaining Test Plans, Test Procedures, Test Cases in all phases of SDLC.
• Well versed with GUI Automation Testing, System Testing including Functionality Black Box , Performance, Stress, Load, Regression, Integration, White Box Testing and User Acceptance Testing.
• Worked in Telecom, Insurance, Financial and Billing Applications.
• Proficient in Manual Testing and Automation testing tools like Empirix Hammer Call Master, Quick Test Pro QTP , Load Runner Performance Center , Quality Center Test Director , Hammer IT/FX/NXT and Cyara Platform
• Implemented the software development lifecycle SDLC for testing life cycle to follow the Standards process in the application.
• Experience in Testing Database Applications of RDBMS in ORACLE, MS SQL Server and MS Access.
• Experience in setting up Test Equipment, Troubleshooting.
• Expertise in Problem solving and Bug Reporting using Bug Tracking Tools.
• Ability to handle multiple tasks and work independently as well as in a team.
• Possesses the ability to work autonomously as well as Team
• Excellent Technical Writing and Communication Skills.
• Mentor/train the System Testers on Test Automation
• Strong in SQL, UNIX, JAVA, ORACLE, SIP and SQL

TECHNICAL SUMMARY

EXPERIENCE Summary:

Project:

Confidential

IVR/CTI QA LEAD

Currently working as a Senior Quality Assurance Lead to test several IVR Interactive Voice Response , CTI Computer Telephony Integration applications and Platform Features at State Farm Contact Center Support. Lead role in Automating State Farm IVR and CTI application using Cyara Platform and Quality Center. The application features are as follows: Speech Recognition, Fax, Transfer Connect Service, Genesys CTI, Host connectivity, Text To Speech, Reporting, CTI, UNIX, ORACLE, WebWorklist, BILLING, Frequent Speech update FSU , Whole call recording WCR , ADDS Web , Application Logging and alarming, Database tables and VXML.

Responsibilities:

• Managed the application as Lead Tester for an ongoing Internal Insurance IVR / CTI project called RAM Revenue Assurance Management . Interfaced with Clients and Managed the Testing Team.
• Initially involved in design and development of the Test Plan for Testing the Application.
• Created test cases and scripts from use cases and documented them using HP Quality Center. Test Cases are being executed by both manual and automated means.
• Develop scripts with Cyara Platform to automate majority of the regression test cases.
• Create Numerous Scripts in Cyara Replay and Cyara Cruncher for functional, regression and load testing of IVR applications. Develop grammars in Nuance Grammar Builder and use them in scripts for dynamic Speech Recognition.
• Write SQL queries to retrieve data from the Oracle database.
• Involved in testing of queuing, call transfer, skill based routing, conference and other CTI features.
• Extensive usage of UNIX Environment for viewing Logs of the test calls and analyzing the logs. Reported the bugs, modifications and changes to developers through a tracker tool called Quality Center.
• Performed Load / Performance Testing to measure CPU and memory usage and load handling of different voice tone servers.
• Involved in testing the application with the client for User Acceptance Testing UAT .
• Managed the application as a Lead for ongoing external IVR clients Agencies and Brand Partners Interfaced with Clients and Managed the Testing Team.
• Other duties include Setting up the test environment for the test team, loading the applications, writing Test Plan documents against the requirements, formally reviewing them with the team for acceptance, providing time estimations for test completion.
• Experience In installing and testing BILLING, Reports, FSU, WCR and ADDS features.
• Tested IVR applications that are developed using VXML, Tell me technology.
• Worked on Voice tone platform and both INBOUND and OUTBOUND IVR applications.
• Experience working on applications using Direct Dialog or Natural Language.

Confidential

Senior QA/Test Lead

Worked as QA Analyst in Department of Nations one of largest Investment Management Companies Principal Financial Group, to test and automate various Investments on all applications. The Application key features include IVR, Empirix Hammer, SIEBEL, PORTAL, Genesys CTI, QTP, UNIX, JAVA, .NET, SQL, Web logic, MQ Broker, Web objects, XML and ORACLE systems.

Responsibilities:

• Design, build, and support production monitoring and regression testing for IVR applications utilizing Empirix Hammer. The IVR applications are being developed using Intervoice Invision.
• Extensively used VB Script, Dynamic Speech Recognition, Data tables in Empirix hammer to develop scripts for IVR and CTI applications. The CTI development tool is Genesys CTI.
• Create Test Plans, Test Scenarios and Test cases.
• Involved in writing of extensive SQL queries for data migration testing, data retrieval on Genesys CTI and Portal infranet. Front end used is TOAD.
• Involved in writing several test cases for IVR and applications and executing them.
• Experience testing OMS, FIX, Fixed Income and Equities.
• Involved in Functional, Integration, Regression and Load testing of Fidelity Investments IVR Applications.
• Developed Test Plans and executed test cases for the conversion of IVR applications to be CTI enabled.
• Extensive use of UNIX commands. Checked for Error logs of the calls in UNIX for entering defects.
• Also involved in testing the routing of the calls and screen pop CTI thru test calls.
• Also involved in the functional end-to-end and system testing of CTI enabled application.

• Test case documentation, Bugs reporting, modifications are done using Quality Center.
• Coordinate user acceptance testing UAT .
• Usage of FIX protocol to verify communication between gateway and exchange and checking FIX tags.
• Develop scripts in Empirix / Oracle E-test suite / E Load and Load Runner for performance testing.
• Extensively used Dynamic Variables, Correlation, Parameterization concepts for developing performance test scripts.
• Experience in testing of SIEBEL CRM applications.
• Work closely with development team and Project management to validate the functionality and defects for each new release of the project
• Extensively used XML for web services testing.
• Involved in detail analysis of CPU/Memory Usage, Average Response times, Memory Leaks on Application Servers, Web Servers and Database servers.
• Schedule and Monitor the Performance tests and coordinating with TEM in case of any outages during the test.
• Involved in gathering, analyzing and publishing results out to the different teams with details of the Performance test Session Report, Avg. Response times, Perf vs Error Graph, logs of different servers involved such as WEBLOGIC, SSO, J2EE, Web Server APACHE and Database Servers.

Confidential

Senior QA/Test Lead

Worked as a IVR / CTI QA Analyst in IVR one of largest Investment Management Companies New York Life Insurance to test and automate various NYLI IVR, Web and CTI applications. The Application key features include IVR, Empirix Hammer, SIEBEL, PORTAL, Genesys CTI, QTP, UNIX, JAVA, .NET, SQL, Web logic, MQ Broker, Web objects, XML and ORACLE systems.

Responsibilities:

• Design, build, and support production monitoring and regression testing for NYLI IVR applications utilizing Empirix Hammer. The IVR applications are being developed using Intervoice Invision.
• Extensively used VB Script, Dynamic Speech Recognition, Data tables in Empirix hammer to develop scripts for IVR and CTI applications.
• Create Test Plans, Test Scenarios and Test cases.
• Involved in writing of extensive SQL queries for data migration testing, data retrieval on Genesys CTI and Portal infranet. Front end used is TOAD.
• Involved in writing several test cases for IVR and applications and executing them.
• Experience testing OMS, FIX, Fixed Income and Equities.
• Involved in Functional, Integration, Regression and Load testing of NYLI IVR Applications.
• Developed Test Plans and executed test cases for the conversion of IVR applications to be CTI enabled.
• Extensive use of UNIX commands. Checked for Error logs of the calls in UNIX for entering defects.
• Also involved in testing the routing of the calls and screen pop CTI thru test calls.
• Also involved in the functional end-to-end and system testing of CTI enabled application.

• Test case documentation, Bugs reporting, modifications are done using HP - Quality Center.
• Coordinate user acceptance testing UAT .
• Usage of FIX protocol to verify communication between gateway and exchange and checking FIX tags.
• Develop scripts in Empirix / Oracle E-test suite / E Load and Load Runner for performance testing.
• Extensively used Dynamic Variables, Correlation, Parameterization concepts for developing performance test scripts.
• Experience in testing of SIEBEL CRM applications.
• Work closely with development team and Project management to validate the functionality and defects for each new release of the project
• Extensively used XML for web services testing.
• Involved in detail analysis of CPU/Memory Usage, Average Response times, Memory Leaks on Application Servers, Web Servers and Database servers.
• Schedule and Monitor the Performance tests and coordinating
• Involved in gathering, analyzing and publishing results out to the different teams with details of the Performance test Session Report, Avg. Response times, Perf vs Error Graph, logs of different servers involved such as WEBLOGIC, SSO, J2EE, Web Server APACHE and Database Servers.