Software QA IVR Automation Engineer

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a Software QA IVR Automation Engineer to join our team in Guadalajara, Jalisco (MX-JAL), Mexico (MX).

Software QA Engineer (IVR & Insurance Domain):
Key Responsibilities
Functional & End-to-End Testing: Design, maintain, and execute extensive functional test scenarios for complex Interactive Voice Response (IVR) call flows, specifically tailored for insurance business processes and customer journeys.
Automation Development: Build, maintain, and execute automated smoke and regression test suites using the Eddie automation tool to ensure rapid and reliable release cycles.
Release & Regression Execution: Perform rigorous smoke and regression testing for IVR call flows during every software release, verifying speech-to-text, audio prompts, intent recognition, and backend integrations.
Defect Management & Logging: Identify, document, and track defects efficiently, collaborating with developers and product teams to resolve issues pre- and post-release.
Flow & Log Analysis: Analyze call routing paths, system logic, and application logs during test execution to troubleshoot failures and validate expected behaviors.

Required Skills & Experience
IVR Testing Expertise: Strong, hands-on experience in testing Interactive Voice Response (IVR) systems, voice bots, and conversational AI flows (handling audio prompts, DTMF inputs, and speech recognition).
Insurance Domain Knowledge: Sound understanding of insurance workflows (e.g., claims processing, policy management, billing, or customer service operations).
Policy Administration Systems (PAS): Familiarity with insurance PAS platforms such as Guidewire (considered a strong plus/optional asset).
Testing Methodologies: Solid foundation in Agile/Scrum methodologies, test planning, writing test cases, and executing functional and regression tests.

Tools & Technologies Knowledge
IVR Platforms: SoundHound, Amelia IVR (or equivalent conversational AI/voice platforms).
Test Automation: Eddie automation framework.
Monitoring & Log Analysis: Splunk (for tracking call logs, system traces, and debugging errors).
Documentation & Design: Lucidchart or Draw.io (for mapping and understanding complex call flow diagrams).

Acceptable Alternative / Similar Tool Experience
Experience with alternate IVR testing and monitoring tools like Cyara or Genesys IVR will be considered fully transferable and acceptable.

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About NTT DATA

NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D.

Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client’s needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com, @nttdatafed.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form, https://us.nttdata.com/en/contact-us.

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