The Technology Liaison - IVR UAT is responsible for UAT testing, documenting test scenarios, collaborating with business partners, and ensuring effective communication and stakeholder management.
Description and Requirements
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
- 3+ years' current experience working within IVA/IVR in a Call Center
- 3+ years' experience with creating documentation for communication with varied audiences
- 2+ years' experience testing call center applications
- 1+ years' experience with project management
Experience Preferred
- Location: Bridgewater NJ, Cary NC , Warwick RI, Tampa FL, Oriskany NY, Bloomfield CT, Omaha NE, Clark Summit PA
- Agile Methodology experience
- SAFe Agile Certification preferred
MetLife maintains a drug-free workplace.
At MetLife, we're leading the global transformation of an industry we've long defined. United in purpose, diverse in perspective, we're dedicated to making a difference in the lives of our customers.
Equal Employment Opportunity/Disability/Veterans
If you need an accommodation due to a disability, please email us at [email protected]. This information will be held in confidence and used only to determine an appropriate accommodation for the application process.
MetLife maintains a drug-free workplace.
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