Job Description

Job Title: Nuance / Genesys IVR Test Lead
Location: Hybrid (Able to travel up to 50% to either Merrillville, IN and Columbus OH as needed)
Period: 02/03/2025 – 12/31/2025
Hours/Week: 40 hours
Rate: $75 – $85/hour
Contract Type: W-2 only, no visa sponsorships or subcontracting

Scope of Services:

Our client in the utilities industry has an emerging need for a Test Lead for an IVR Refinement program. This is a project-level test lead role that will report through the IT Portfolio Manager and work under the IVR Project Manager. The candidate will be acting on behalf of the client in a “two in a box” model with the system implementor. The role requires leading testing activities, coordinating test execution, ensuring that testing is aligned with business requirements, and providing guidance to the testing team throughout the IVR program.

Role, Responsibilities, and Deliverables:

• Lead the testing efforts for the IVR Refinement program, ensuring that all test phases are executed properly and meet business requirements.
• Oversee the creation and execution of test cases for Nuance and Genesys IVR systems, ensuring functional and non-functional requirements are met.
• Act as a liaison between the project team, business users, and the system implementor to ensure seamless coordination during testing phases.
• Manage and mentor a team of testers, ensuring they have the necessary tools, resources, and support to successfully complete their tasks.
• Define test strategy, schedule, and deliverables, and monitor progress to ensure successful test execution.
• Track and report on testing progress, ensuring that issues are identified, documented, and resolved in a timely manner.
• Provide feedback and recommendations for improvements in testing processes and methods to ensure high-quality IVR system implementation.
• Work collaboratively with project managers, business analysts, and other stakeholders to ensure testing aligns with project timelines and deliverables.
• Assist in the identification and management of risks related to testing, ensuring mitigation strategies are in place.
• Participate in all phases of the testing lifecycle, including test planning, execution, defect tracking, and test reporting.
• Create test documentation, including test cases, test scripts, and test plans, and ensure they are aligned with business objectives and system requirements.

Experience:

• 7 – 10 years of testing experience, with 3 – 5 years’ experience leading a team of testers.
• Nuance and Genesys IVR testing experience preferred.
• Experience on at least two large transformation programs in a testing role.
• Ability to travel up to 50% to either Merrillville, IN (south of Chicago) and Columbus, OH as needed.
• Proficiency with JIRA and Tricentis qTest – must have.
• Experience with other testing tools (test automation and performance testing) – nice to have.
• Utilities industry experience – nice to have, but highly preferred.
• Demonstrated high proficiency in communication, project management, and organizational skills.
• PMP and other test technology certifications – nice to have.
• Experience with waterfall and agile delivery frameworks.

Key Skills:

• Strong knowledge of IVR systems, especially with Nuance and Genesys platforms.
• Experience managing and coordinating testing teams in complex projects.
• Ability to identify, analyze, and manage risks during the testing lifecycle.
• Excellent communication skills, both verbal and written, to collaborate effectively with stakeholders at all levels.
• Expertise in test management tools, including JIRA and Tricentis qTest.
• Strong analytical and problem-solving skills, with attention to detail.
• Ability to manage multiple priorities and meet deadlines in a fast-paced environment.
• Solid understanding of both waterfall and agile testing methodologies.

Education & Certifications:

• Bachelor’s degree in Computer Science, Information Technology, or related field.
• PMP or equivalent Project Management certification (preferred).
• Testing-related certifications such as ISTQB, or equivalent (preferred).

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