Johnson Service Group is recruiting
Test Technicians for Call Center as a Service (
CCaaS) Program. This position is
100% remote but must be available to
work eastern time zone hours. This is a contract assignment initially through the end of the year!
****US Citizen or Green Card Holders ONLY****
JOB DESCRIPTION
- The Test will work with the Customer’s Call Center Program Management team to assist in the development of test processes to confirm that the installed system meets the performance measurements (metrics) and a performance baseline for the Cisco ACD (Automatic Call Director), the IVR (Interactive Voice Response) system, the NICE ENGAGE (Call Recording and Quality Assurance) system and NICE WFM (Workforce Management) System.
- The candidate will be responsible for executing the testing process, recording any deviations in the product, documenting the results, and helping ensure development resolves identified issues.
BASIC QUALIFICATIONS
- Schedule and conduct meetings pertaining to testing, the test process, and workflows for the responsible parties as it pertains to systems test.
- Able to deconstruct customer requirements and use cases into test cases and create objective, testable system level requirements with clear entry and exit criteria, and documentable test results.
- Where applicable, conduct testing either individually or as part of a team.
- Able to conduct regression testing using agile development and development spirals, as well as waterfall development.
- Concisely document test cases and test reports for distribution to other parties.
Additional qualifications
- Can execute multiple lines of testing, using internal resources as well as third party test organizations such as Impirex.
- Able to prepare internal and external reports for client, the customer’s technical staff, and executive management on the progress of testing, as well early identification of potential logjams and untestable or unprovable requirements.
DESIRED SKILLS
- Prefer applicants with experience in in-bound call centers, especially with a regulated utility.
- Considered a mid-career employee.
- Need the ability to work efficiently remotely with minimal supervision.
- Able to understand complex systems and service delivery, as well as work with client and customer partner teams, using the defined meeting and report cadences.
EXPERIENCE MINIMUM
- Applicant should have a minimum of five (5) years of IT systems test experience, including writing test cases, executing test cases, and documenting results, as well as conducting regression testing on partial failures of test cases.
EDUCATION REQUIREMENTS
- Bachelor’s Degree in Business, Computer Science, software, or systems engineering or similar,
- Documented employment experience in systems testing and test case work can be considered.
** Johnson Service Group (JSG) is an Equal Opportunity Employer. JSG provides equal employment opportunities to all applicants and employees without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, marital status, protected veteran status, or any other characteristic protected by law.
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