Senior IVR Quality Engineer

At LPL’s Global Capability Center, you'll find a collaborative culture where your voice matters, integrity guides every decision, and technology fuels progress. Your skills, talents, and ideas will redefine what's possible. LPL's success reflects its exceptional employees, who together pursue one noble purpose: empowering financial advisors to deliver personalized advice for all who need it. We’re proud to be expanding and reaching new heights in Hyderabad.

Join us as we create something extraordinary together.

Job Overview:

We are seeking a Senior IVR Quality Engineer to lead quality assurance efforts for our enterprise IVR and contact center platforms. This role will focus on ensuring the reliability, performance, and customer experience of voice applications and integrations across platforms such as NICE CXone, Microsoft Dynamics 365, Nexidia, and Hammer (Empirix). The ideal candidate will have deep experience in automated and manual testing of IVR systems, strong analytical skills, and a passion for delivering high-quality customer interactions. You’ll work closely with product and engineering teams to understand features, develop and automate test cases, improve product quality and shorten release time from dev to production.

Responsibilities:

• Design, develop, and execute test strategies for IVR and contact center applications.
• Lead end-to-end testing efforts across platforms including NICE CXone, MS Dynamics 365, Nexidia, and Hammer
• Collaborate with development, product, and operations teams to define quality standards and ensure test coverage.
• Utilize Hammer Test System for load, regression, and functional testing of IVR flows and telephony infrastructure.
• Validate CRM integrations and workflows within Microsoft Dynamics 365.
• Develop automated test scripts using tools such as Selenium, Postman, JMeter, or similar.
• Monitor and report on test results, defects, and performance metrics.
• Mentor junior QE engineers and contribute to continous improvement of QE processes.
• Create and maintain data scenarios to support test plans and test cases
• Analyzing test results, being a vocal proponent for quality in every phase of the development process
• Documenting and track bugs to closure
• Working in an Agile/Scrum environment to deliver high quality software

What are we looking for?

We’re looking for strong collaborators who deliver exceptional client experiences and thrive in fast-paced, team-oriented environments. Our ideal candidates pursue greatness, act with integrity, and are driven to help our clients succeed. We value those who embrace creativity, continuous improvement, and contribute to a culture where we win together and create and share joy in our work.

Requirements:

• Bachelor’s degree in technical field, Computer Science, Computer Engineering or equivalent
• 5+ years of experience as a Quality Engineer or SDET with a focus on IVR and contact center technologies
• Demonstrated ability - and strong aptitude - to use AI-assisted engineering tools(e.g. GitHub, Copilot, Cursor, or similar) to improve productivity, code quality, and problem-solving efficiency
• Hands-on experience with NICE CXOne, Hammer (Empirix), Nexidia, and Microsoft Dynamics 365
• Strong understanding of telephony protocols (SIP, VoIP), call routing, and IVR design
• 5+ years working with test processes, methodologies, tools and technology
• Automation experience working with technologies: Java, Python, Java Script, .Net etc.
• Familiarity with CI/CD tools such as Azure DevOps, Jenkins, Octopus, or GitLab
• Excellent problem-solving, communication, and documentation skills
• Ability to thrive in a fast-paced environment where resourcefulness, determination, and strong problem-solving skills are necessary for success
• Positive attitude and the ability to complete assigned objectives with minimal supervision

Preferences:

• Master’s degree in Computer Science, Computer Engineering or related field
• Experience with speech recognition, natural language processing, or AI-driven IVR
• Knowledge of cloud contact center platforms (e.g. Genesys, Five9) • Certifications in ISTQB, CXone, or Microsoft Dynamics are a plus
• Excellent understanding of CI/CD and how QA/automation process fits into the model
• Knowledge of automation tools like Appium, Xcode, Selenium, BDD and Cucumber
• Fluent in API and UI testing and creating automation test suits
• Prior experience working as QA or SDET in Agile/Scrum teams, Financial Industry experience is plus

Core Competencies:

• Able to make quick decisions and resolve complex technical problems
• Ability to manage through shift changes and effectively transition open and unresolved issues.
• Ability to adapt, learn new technologies, develop new processes, and improve procedures.
• Excellent documentation skills.
• Ability to write, read, interpret, and edit complex documents and correspondence with team members and stakeholders.
• Excellent verbal and written communication skills.
• Ability to work peak, off-peak, weekend, and holiday shifts.
• Ability to communicate and respond to communication effectively with client, associates, and stakeholders.
• Ability to perform problem-solving, use logic and creative thought processes to resolve complex technical problems.

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