Aravind Pudi

About Aravind Pudi

Active involvement in design of Test Plan, Test Strategy, Test Case/Scenarios and…

Experience

1. Test Lead

   Freedom Mortgage

   May 2024 — Present · NJ, US

   Designed and executed test cases for IVR call flows built in NICE CXone Studio, validating menu navigation, prompt playback, and error handling scenarios such as silence, no DTMF, and invalid inputs.• Performed data dip validation by testing CRM lookups, database queries, and API integrations, ensuring accurate information delivery to customers during self-service journeys.• Verified skill-based routing logic to ensure calls were routed to the correct queues/agents according to business rules.• Tested priority handling, overflow paths, and failover routing scenarios, ensuring no dropped or misrouted interactions under peak load.• Validated agent login/logout, state transitions (Available, Busy, After Call Work) across multiple environments.• Performed CTI functionality testing including screen pops, CRM integrations, and customer context transfer to agents for improved efficiency.• Validated NICE CXone omnichannel integration with Salesforce CRM, ensuring seamless handling of voice, chat, email, SMS, and social media interactions within the Salesforce console.• Performed end-to-end testing of CTI adapter (NICE CXone Agent for Salesforce), including screen pops, click-to-dial, customer record matching, and activity logging.• Verified case creation, task updates, and interaction history sync between CXone and Salesforce, ensuring accurate customer 360° visibility for agents.• Tested omnichannel routing from CXone to Salesforce Omni-Channel queues, validating agent assignment, priority handling, and workload distribution.• Supported UAT and production rollout, enabling agents to manage all channels within Salesforce, reducing handle time and improving efficiency.• Created test cases for Chatbot response time and latency to ensure that it can handle requests and provide responses in a timely manner.