Back-End Quality Engineer

Shilpa Parikh

+1-908-***-**** ***********@*****.*** Shilpa-LinkedIn

Summary

Results-driven Quality Engineer with 15+ years of experience in software quality. Skilled at balancing manual and automated testing approaches in both Agile and Waterfall methodologies. Expert in test planning, strategy, execution, test data management, Restful API, XML and comprehensive test coverage analysis. Skilled in utilizing JIRA, HP ALM and Rally for streamlined project management and defect lifecycle handling. Proven track record of translating complex requirements into clear, testable user stories and creating detailed test documentation. Successfully coordinated with outsourced QA teams to ensure seamless integration and consistent quality standards across global projects. Consistently delivered high-quality products, met deadlines, supported UAT testing, and achieved full test coverage across system components.

Technical Skills and Tools

• Technologies: Amazon Connect, Linux, Unix, Genesys Cloud-Contact Center (IVR) –SFDC (Salesforce) Integration, Conversational-AI (Artificial intelligence services), IBM Cloud based Watson BOT–IVR IA (Intelligent Agent), NLU, NLP, Azure Cloud, Automatic Speech, Recognition (ASR), Text-To-Speech (TTS) engines, Cisco ICM CTI

• Back-end: Basic SQL, Read Python and Java, UNIX Shell script for modifying data, XML, BATCH Process, Linux

• API Protocol (Data exchange-Request/reply): TCP IP, HTTP HTTPS, RESTAPI, XML, Web Request SIP Messaging

• Automation Tools: Cyara, Empirix Hammer, CallMaster, Browser Testing using Ghost Inspector

• Data Processing and Data Visualization Tools: KPI Dashboards & Scorecards (Key Performance Indicator), Chi-Scan

(Computer Human Interaction), UNIX shell script - Modify data values, XML, BATCH Process, Linux

• Test Data Management (TDM): Data Profiling, Verified Data Masking, Synthetic data generation and provisioning

• Tools: qTest, Sharepoint, Weblogic, MS-office, ISO 9001 QA Process, Test Director, HP ALM, Jira, Toad for Oracle, CI/CD Jenkins, bamboo to build cloud-based code – GIT, Atlassian tool chain and plugins, Marcos, Confluence, Zephyr, Excel, Visio

• Test Skills: Front- Backend, Real-time database updates validation, Agile, Waterfall, Documentation, Negative UI & Compatibility, Migration, Performance Stress, Manual and Automation, Defect/Bug Tracking, Test Strategies and Coverage, Web Based software application on different Browser, DTMF/Speech call Application routing, Excellent data relationship/ data interfaces/ SQL query, Smoke Testing, all levels of Testing (Unit, Functional, Integration, Regression and UAT).

Professional Experience

Cognizant East Brunswick, NJ

Sr. QA Test Analyst – UnitedHealth Care / Optum Jul 2023 - May 2024 Automated and tested key components such as Agent Desktop (WWE), GAX, Voice (outbound dialer with case data), Simulator, SMS, Email, IVR Call flow, Conversation AI, Survey, Agent functions, Contact Delivery (callback and routing), soft phone, and CRM integration, ensuring comprehensive coverage and reliability.

• Collaborated actively in product design reviews, providing critical inputs on functional requirements and potential issues to align software with intended user expectations.

• Engaged in daily stand-up meetings to enhance communication flow within the team and decrease development blockers while providing mentorship to junior team members.

• Analyzed complex data requirements, identified test data needs, and simulator strategies for data provisioning.

• Generated various (TDM) test data for API-related scenarios using simulators and database - SQL query, improving test accuracy and scenario coverage for Genesys Cloud Applications.

• Validated interface between VoiceTone IVR and client backend API authentication host using 'Web Service' communication and SQL.

• Designed and executed both functional and non-functional test plans, creating detailed test cases and managing defects with Rally or Jira. Implemented an automated testing framework with Cyara, streamlining processes and achieving higher operational efficiency, closely aligning with Agile methodologies. Sogeti New Brunswick, NJ

Senior UAT and QA Consultant – Johnson and Johnson (JNJ) Nov 2021 - Mar 2023 Led Salesforce API integration tests with Genesys Cloud Contact Center, confirming successful caller authentication and call routing functionality.

• Collaborated cross-functionally with product owners and developers to refine user stories, ensuring effective communication and execution within an Agile environment.

• Assessed user self-service interfaces across IVR, web, and SMS channels, utilizing API testing methods to ensure data accuracy and reliability.

• Identified and automated critical test cases using tools like Cyara to improve efficiency, laying groundwork suitable for scaling with cloud platforms like AWS.

• Conducted diverse testing scenarios with cross-functional teams, systematically reporting findings via Jira, adhering to Version Control methodologies.

• Analyzed diagnostic logs and acted swiftly to resolve bugs, verifying reliability and collaborating on resolutions until compliance was validated within CI/CD contexts.

Tanisha Systems/Cognizant Technology Solutions Remote, NJ Software QA Analyst May 2021 - Oct 2021

Consultant for Aetna, a CVS Health Company Healthcare IVR data-driven API application uses AI IBM Cloud based Watson technologies that enables computers to process/respond to voice/text inputs in natural ways

(NLG/NLP/NLU) and is typically used in conjunction with Chatbot or intelligent virtual agents (IVAs).

• Reviewed and analyzed project requirements and user stories, ensuring completion, consistency, and testability of project requirements.

• Created and maintained test plan, executed test cases and generated test reports that documented outcomes. This verified application functionality, user interface, and performance.

• Identified and documented defects found during testing and tracked defect progress to resolution using JIRA.

• Contributed to increasing efficiency and effectiveness of the testing process by automating regression test cases using Cyara tool to reduce repetitive test cases.

AddTeq Incorporated Remote, NJ

Quality Assurance Analyst Feb 2020 - May 2020

Macros are written and deployed into Confluence as macro plugin modules. Excel like macro helps user expand the capabilities Confluence pages, allowing user to add extra functionality.

• Created and executed detailed test cases in Zephyr for Jira User story acceptance criteria and executed manual tests - Confluence plugin software to ensure software quality in all phases (Unit, QA and UAT environment). AT&T Middletown, NJ

Senior Genesys Contact Center IVR Quality Engineer Jun 2004 - Mar 2019 Key Projects include National Passport, Utility (Client: PSE&G), Healthcare, Insurance, Banking, Store Locator Direct Dialog or NLU IVR applications from estimation to SDLC to implementation reducing costs by 3% through Cyarra automation. IVR data-driven API application uses AI IBM Watson Cloud technologies that enables computers to process/respond to voice/text inputs in natural ways (NLP/NLU) and is typically used in conjunction with Chatbot or intelligent virtual agents (IVAs).

• Executed and Tested Genesys Contact center IVR with CTI - end-to-end testing includes self-service and call routing to correct department agents, Computer Telephony Integration (CTI) to ensure that authenticate customer data through API readily available and transferred agent with expected transfer number and authenticate data in screen pop for agent.

• Performed testing Self-Service, call routing, Agent Telephone and Transition to Agent with Omni channel customer journeys to ensure that every channel, every transition point, and the agent’s end are working as designed.

• Self-Service –Tested the functionality and quality of the self-service experience for voice and digital self-service channels (IVR, web, SMS) and make collect data information from customer, authenticate through API and playback retrieve information to caller.

• Partnered with the business community to understand release requirements, ensuring alignment and successful project delivery.

• Managed defect lifecycle using ITRACK-Jira system, creating detailed, reproducible defect reports and conducting thorough testing after fixes were implemented.

• Enhanced test coverage and accuracy by defining the testing scope and creating traceable tests aligned with requirements.

• Supported both manual and automated test execution, as well as post-production testing, to ensure quality.

• Analyzed and reviewed User Stories and Technical Specs, validating Acceptance criteria to ensure project requirements were met

• Comprehended User Stories for all levels of Testing (Functional, Integration, Regression, and UAT), ensuring comprehensive test coverage.

• Built, installed, and tested verification steps in Change Requests (CR), ensuring seamless integration and functionality

• Monitored logs and alarms for API Protocol tests, billing information, and data processing, ensuring system stability and performance

• Conducted IVR Data Analysis, Batch processing, and Data Visualization using Chi-Scan and KPI Interactive Tools, enhancing data-driven decision-making

• Performed automation with test script creation using tools like Cyara, Hammer/CallMaster for load test, and Jenkins, to save test regression time and identify bugs earlier

• Managed resourcing and mentoring to inspire a high-performance QA team in Team Lead's absence, maintaining team productivity and morale

• Performed functional code feature demonstrations to key business stakeholders for User Story acceptance criteria. Education and Certification

New Jersey Institute of Technology Newark, NJ

Bachelor of Science, Electrical Engineering June 1993 CYARA ACADEMY Virtual

Certification, IATO IVR Application Testing Jan 2024

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