Call Center Program Manager
Resume:
SHANZEDUR RAHIM
*********@*******.***
ABOUT
IT Professional with over 7 years of diversified experience as a QA Engineer specializing in IVR/Functional/API/Automation Testing of Web and Call-Center applications in Financial/Healthcare domains.
SKILLS
Testing Tools CYARA, Interactions desktop, Interactions attendant, Cucumber, Selenium, Maven, Test-NG, Genesys GAX, Genesys WWE, Genesys Pulse, Eemaan Tools Jira, Git, GitHub, AWS, JDBC Driver, Apache POI, ALM, Jenkins, Jfrog, Version-One, Rally.
Frameworks POM, BDD, TDD, CX-Models (IVR)
Languages Java, SQL, HTML, XML, Gherkin
RDBMS Oracle, MySQL, PostgreSQL
Others RESTful, REST Assured, POSTMAN, JSON, Payload PROFESSIONAL SUMMARY
● Proven ability in developing End to End Call-Center application automation.
● Specialized in Telephony (workforce management analytics) application in Genesys framework. Also, extremely knowledgeable in implementing IVR automation using CYARA automation CX-Model.
● Hands-on experience with the latest Genesys tools such as GAX, WWE, Genesys Administrator.
● Developed Cucumber Feature Files using Gherkin, fostering a clear understanding for all members involved in the project.
● Extensive experience in Java, Selenium Web Driver, Test-NG, Cucumber, Test-NG and Maven.
● Maintained the Selenium and Java automation code and resources in version control system Git.
● Experienced in using Jenkins for Continuous Integration.
● Performed Smoke, Functional, Regression, End to End and Black box testing to improve product quality.
● Experienced in API Testing using REST Assured library and POSTMAN.
● Solid experience of Defect/Test Management tools Jira/Version-One/ALM/Rally.
● Excellent interpersonal, communication skills. Good team player and can work independently and when required.
● Quick learner, creative problem-solver, and adaptive performer PROFESSIONAL EXPERIENCE
RESPONSIBILITIES
● Defined test automation strategy and test scenarios.
● Created automated test cases, test plans and executed tests using Simulator.
● Created and Updated CX-Model based on requirement and generated test-cases.
● Work closely with the team to design call-flow and understand requirements.
● Performed hands on allocation testing, routing, SIVR and callback validation.
● HOOP calendar validation for Emergency closed, After hours, Holiday validation with self-created postman automation.
● Extensive experience in functional testing and automation testing for in-que and pre-que scenarios.
● Created functional test cases for non-stable environments and automated stable environments.
● Create Velocity and Pulse campaign for Regression and Health-Check.
● Involved in setting up Continuous Integration systems using Jenkins and working knowledge with cloud-based code repository systems like GitHub.
● Worked with RESTful API and used HTTP requests to GET, PUT, POST and DELETE data.
● Analyzed user requirements, functional specifications and used case documents to create Test Cases for Functional Testing.
● Participated in all Scrum Ceremonies in Agile methodology.
● Saved 30% time and cost of testing by automation using Cyara.
● Logged the defects in Rally and maintained track of the defects throughout the Software Testing Life Cycle (STLC).
● Integrated Jenkins with version controller (GIT) and scheduled builds to run automatically during a build release by invoking predefined maven commands.
● Interacted with product management, project management and development teams to develop a strong understanding of the project and testing objectives, in order to reduce bugs at the wireframe- level.
● Excellent communication, problem solving skills, coordination, documentation, project planning and interpersonal skills.
RESPONSIBILITIES
● Configured IVR environments using Genesys Interactions Attendant, Administrator, ICBM and Interactive Desktop tool. Also worked in Genesys pure cloud WWE tool as a CTI agent.
● Validated screen-pops using sales-force cloud. And worked in IVR virtualization
● Created Test Scenarios, Test conditions, Test cases and Expected Results as per UI requirements.
● Configured and automated Feature Scenarios using Selenium WebDriver, Cucumber, Gherkin and Maven.
● Implemented test automation scripts for mobile testing using Appium for Android applications.
● Wrote Data-Driven Tests to check how application performs with different sets of data. United Health Group Basking Ridge, NJ
TITLE: QA Engineer/IVR 08/2020 – Present
Price Line Stamford, CT
TITLE: QA Engineer/IVR 02/2019 – 07/2020
● Responsible for maintaining daily Smoke Test on Jenkins and debug failure build on Jenkins and reporting the issue.
● Merged branches via Git and pull requests via GitHub per release management process to minimize risk to releases.
● Wrote SQL queries for data verification and Oracle SQL statements for Back-end Testing.
● Reported software defects in Jira and interacted with the developers to resolve technical issues.
● Followed Agile Testing methodology, participated in daily Scrum meetings and testing each Sprint deliverables.
● Created mobile automation framework from scratch using Java/J-Script/Appium/Browser stack and execute in devices (parallel), which reduces 25% regression time.
● Involved in the usage of BDD framework to develop Cucumber Step Definitions, Scenarios and Features using acceptance criteria.
● Performed UAT testing with product owner, program manager and business.
● Developed Scenarios for writing Test Cases and Test Scripts for functions of the application.
● Extensively involved in Smoke, Functional, Regression, End-to-End Testing and monitored the behavior of the applications during different phases of testing. RESPONSIBILITIES
● Created Test Scenarios, Test conditions, Test cases and Expected Results as per UI requirements.
● Configured and automated Feature Scenarios using Selenium WebDriver, Cucumber, Gherkin and Maven.
● Implemented test automation scripts for mobile testing using Appium for Android applications.
● Wrote Data-Driven Tests to check how application performs with different sets of data.
● Merged branches via Git and pull requests via GitHub per release management process to minimize risk to releases.
● Wrote SQL queries for data verification and Oracle SQL statements for Back-end Testing.
● Responsible for maintaining daily Smoke Test on Jenkins and debug failure build on Jenkins and reporting the issue.
● Reported software defects in Jira and interacted with the developers to resolve technical issues.
● Followed Agile Testing methodology, participated in daily Scrum meetings and testing each Sprint deliverables.
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● Created mobile automation framework from scratch using Java/J-Script/Appium/Browser stack and execute in devices (parallel), which reduces 25% regression time.
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● Performed UAT testing with product owner, program manager and business.
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● Developed Scenarios for writing Test Cases and Test Scripts for functions of the application.
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● Extensively involved in Smoke, Functional, Regression, End-to-End Testing and monitored the behavior of the applications during different phases of testing. Verizon Wireless Hartford, CT
TITLE: SDET(Mobile) 05/2016 – 07/2018
Education & Certification
Bachelors in Information Technology.
IVR Cyara Platform Certification.
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