Mohammad Quiyum

Ivr Qa Test Analyst @Southwest Airlines

Dallas, TX, US

Create/design high level and detailed Test-Cases for the BRD and User Stories for the Telephony Technology. Review the IVR VUI design verbiage documents, scope Level of Effort (LOE) for test execution project plan. Perform ANI test calls to validate accurate VDN routing to the Agent and IVR validation by providing/entering data by calling. Develop and Design Cyara project for Contact Centre IVR Application. Experience in creating automation scripts using Data Driven and Cyara Project. Scripting the test-cases with Cyara according with the Design Document and Execute/Run. Experienced in testing IVR applications in both test and Prod environments. Experience in supporting the UAT testing team for IVR applications. Test user call experience and utterances for English and Spanish IVR application. Experience in SMS and Chat testing for betterment of customer experience. Experience in SMS Call-Back testing. Experiencing in creating test data for IVR application. Wrote test-cases for Telephony application and tested it which is built in AWS Connect. Logged into AWS and Using CCP (agent Desktop) to make a softphone as CTI agent scenarios, configuring the skill to receive the call and going to the routing profile and updating the QName to receive the calls. Cyara test case creation from scratch. Setting up multiple test campaigns in both Velocity and Pulse for the team. Performed and validate positive, negative, system, cross-browser and cross-platform testing Facilitate and lead daily defect tracking and management meetings when needed.

Shahjalal University of Science and Technology

Information Systems