Nuance / Genesys IVR Test Lead

at  Blue Star Partners LLC

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

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).

• 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