SHIREESHA

Email:bob@infosmarttech.com
Mobile: 470-891-4099

Over 7+ years of experience in Software Quality Assurance and Testing - Skills with Web-based, Client/Server, IVR
(Interactive Voice Response) CTI Based, Call Centre, IVR Support, Database / Backend, Middleware & Batch applications on
multiple levels of the SDLC and STLC.
Experienced in IVR Testing, Skill based, Call Routing, Call Controls CTI Testing.
Good Knowledge about CISCO CTI Components CME (Configuration Manager), T-Server, SCI (Solution Control
Interface, CC Pulse, Call Concentrator and Infomart.
Exposure to Water fall, Agile and Iterative & Incremental methodologies in Software Development Life Cycle (SDLC)
Strong experience in analyzing Business Requirements, Functional and Technical Specification.
Experience with Automation testing tools like Cyara, UFT, JMAT, Empirix Hammer Call Master(6.4 Version), Hammer
ART Tool, JIRA and Quality Centre.
Extensive experience in Genesys / IVR, CTI, Call Recorders, Call Routing, , OnQ, Avaya ACT and CISCO ICM.
Coordinating with UAT Team and getting UAT completed in time and analyzing the UAT issues get faster resolution.
Experience in drafting Test Strategy, Test Plan, Impact Matrix, and Traceability Matrix.
Tested Inbound and Outbound IVR Applications.
Experience in designing & reviewing Test cases, scripting Test scripts, Execution, Bug Reporting and Bug / Defect Tracking
Expertise in Functional, System, GUI, Regression, Security, Usability, User Acceptance (UAT), and Integration testing
Good knowledge on working and executing SQL queries for Backend testing
Experience in testing both inbound and outbound IVR applications.
Executed Scripts and summarized results using Mercury Quality Center
Exposure in working with Off-shore teams and On-shore teams
Strong PC skills with demonstrated proficiency in the MS Office suite products
Ability to work independently and a quick learner of various technologies and domains.

TECHNICAL SKILLS

LANGUAGES: XML, Hammer Visual Basic, C, VB Script, SQL, JAVA, PL/SQL

TOOLS: Empirix Hammer Call Master, UFT, Cyara, Empirix E-test, Quick Test Pro (QTP),
Load Runner (Performance Centre), Quality Centre, TOAD, Micro Strategy.
PACKAGES: MS Office, Power point, Word, Access, Excel, Project management, Visio
OPERATING SYSTEMS: LINUX, UNIX, Windows
OTHERS: MS Office, IVR, Web Logic, CISCO ICM, LDAP, SIEBEL, Genesys CTI, OnQ, Avaya ACT,
WFM (Work Force Management)

DATABASES: ORACLE, SQL SERVER, SYBASE

EDUCATION

MSc. Computers, India.

EXPERIENCE

Wells Fargo, Charlotte, NC March 2017 - Present

Role: Sr.IVR / CTI Senior QA Analyst

Involved in design and development of the Test Plan and Test Cases for testing several IVR Applications.
Created test cases and scripts from use cases and documented them using Mercury Quality Center, JIRA and Cyara. Test
Cases are being executed by both manual and automated means.
Experience testing DTMF, Speech Recognition IVR Applications.
Coordinating with UAT Team and getting UAT completed in time and analyzing the UAT issues get faster resolution.
Have Experience writing Automation scripts in Hammer ART Tool.
Extensive usage of UNIX Environment for viewing Logs of the test calls and analyzing the logs. Reported the bugs,
modifications and changes to developers through a tracker tool called Quality Centre.
Develop scripts with Empirix Hammer Call Master to automate majority of the regression test cases.

Working as a Quality Assurance Engineer IVR (Interactive Voice Response), CTI (Computer Telephony Integration)
 applications at Wells Fargo.

Verizon Wireless, Alpharetta, GA July 2014 Dec 2016

Role: IVR / CTI Senior QA Analyst

Strong IVR QA experience in DevOps and Agile IVR applications development

Involved in design and development of the Test Plan and Test Cases for testing several IVR Applications.
Created test cases and scripts from use cases and documented them using Mercury Quality Center, JIRA and Cyara. Test
Cases are being executed by both manual and automated means.
Developed JW scripts using Automation UFT tool.
Experience testing DTMF, Speech Recognition IVR Applications.
Develop scripts with Empirix Hammer Call Master to automate majority of the regression test cases.
Write SQL queries to retrieve data from the Oracle database.
Extensive usage of UNIX Environment for viewing Logs of the test calls and analyzing the logs. Reported the bugs,
modifications and changes to developers through a tracker tool called Quality Centre.
Involved in functional, regression and load testing of Several IVR applications.
Create and execution of virtual services (LISA models)
Supported for Production release nights.
Use of REST API and Rest Clients for verifying the backend Java transactions.
Hosted DTP Calls, to get the Testing Status from Team.

The Verizon Wireless IVR QA at Alpharetta is responsible in developing and supporting Interactive Voice Response
(IVR) applications for Verizon Wireless customers to validate and verify the front end IVR message, GUI tools, predictives,
payments, SMS, speech and DTMF as well as back end transactions with Java, table updates. The DevOps and Agile

Chase Financial Services, Columbus, Ohio January 2012 June 2014

Role: IVR / CTI QA Analyst

Working as a Quality Assurance Engineer to test several IVR (Interactive Voice Response), CTI (Computer Telephony Integration)
applications at Chase Financial Services (Card Member Services).

Responsibilities Included:

Initially involved in design and development of the Test Plan and Test Cases for testing several IVR Applications.
Created test cases and scripts from use cases and documented them using Mercury Quality Center. Test Cases are being
executed by both manual and automated means.
Worked on both INBOUND and OUTBOUND IVR applications.
Experience working on applications using Direct Dialog or Natural Language. Interfaced with Clients and Managed the
Testing Team.
Involved in Writing Test Plans and Test Cases for Several IVR Applications.
Experience testing DTMF, Speech Recognition IVR Applications.
Experience in Deploying and testing the application using WEBLOGIC.
Experience testing CTI Applications. Validated CTI Logs for any troubleshooting and successfully tested several CTI
Releases. Validated voice / data transfer, call transfer, skill based routing etc.
Develop scripts with Empirix Hammer Call Master to automate majority of the regression test cases.
Create Numerous Scripts in Hammer Call Master for functional, regression and load testing of IVR applications.
Write SQL queries to retrieve data from the Oracle database.
Used XML and SOAP UI to test Web Services.
Performed Load and Stress testing of IVR / CTI applications using Empirix Hammer Call Master Tool
Extensive usage of UNIX Environment for viewing Logs of the test calls and analyzing the logs. Reported the bugs,
modifications and changes to developers through a tracker tool called Quality Centre.
Involved in testing the application with the client for Customer Acceptance Testing (UAT).
Represented the team during the production load to do the sanity testing. This involved interaction between a team of
developers, systems administrators, platform managers and the client.
Responsible for the Integration, Functional, System and Acceptance testing of the IVR applications.
Other duties include Setting up the test environment for the test team, loading the applications, Writing Test Plan
documents against the requirements, formally reviewing them with the team for acceptance, providing time estimations for
test completion.

Walgreens, Naperville, IL March 2010 December 2011

Role: IVR / CTI QA Analyst
The Enterprise Voice Systems Solutions group of Walgreens is responsible in developing and supporting Interactive Voice
Response (IVR) applications for Walgreens customers & Web Based Desktop application for Call Center. The IVR applications
allow customers to access their accounts for a variety of services like prescription refills, Offers, membership rewards services like
point transfer and rewards redemption, through the telephone lines, for both the US and International markets. Web Based
desktop+ application allows Call Center Agents to pull/operate on customer data. This project fully leveraged available
infrastructure, call routing and speech recognition to create an enhanced caller experience on the proven 3-tier architecture
utilizing the VoiceXML, CTI, WEB technology & AT&T Network. Testing involved Front-end IVR, CTI, Web Application,
Back-end Database, Batch Jobs, Middleware Services / Transactions validation.

Responsibilities:

o Analyzed the Business System Requirements Documents and participated in all phases of SDLC/STLC cycle.
o Participated in preparing Test Strategy doc, Requirements Risk Assessment doc, High Level Test Conditions,
identifying Test data for Several IVR / CTI Applications
o Involved in writing test plans and test cases for several Call Centre Applications.
o Involved in creating manual Test Scripts and obtain sing-off on Test Scripts in HP Quality Center
o Execution of test scenarios & analyzing the actual results against the expected results.
o Involved in developing automation scripts for several IVR / CTI Applications using Empirix Hammer.
o Performed Smoke Testing, System Testing, Integration Testing, Functional Testing and Regression Testing
o Performed Agent Side Desktop+ Web Interface Testing by logging into remote desktop with test Agent IDs.
o Performed Integration testing of various sub systems like Genesys/ CISCO Call Routing, CTI and Desktop+ Agent
Web App for Screen Pop-Up and MIS (Management Info Systems) for reporting.
o End to end testing of Voice applications with speech recognition / DTMF features & Agent side Web Screen Pop-Up
o QA Issues where logged and maintained in HP Quality Center (QC) defect tracking system.
o Contributed in providing the management with test metrics, reports, and schedules as necessary
o Executed SQL queries on the database to check MIS Reporting data for all calls & Event Transactions.
o Application logs verified by logging into UNIX machines & batch jobs were tested using UNIX Shell Scripts to validate
MIS data load into database.
o Coordinate with respective resources for resolution of issues happening during testing period.

Environment: Web sphere Application server 5.1, SQL UNIX, Oracle, MS SQL Server 2005, J2EE, VoiceXML, MS SQL Studio
Management Express, DBVisualizer, TellMe Voice browser, Genesys Voice Browser, Genesys CTI, Cisco ICM, Subversion
(SVN), XML

Independence Blue Cross, Philadelphia, PA July 2009 Feb 2010

Role: QA Analyst

Project Description: Change Request 105

Developed test strategies, master test plans and test cases for enrollment projects.
Developed test strategies, test plans, implemented simulation test situations and performed on-line real-time testing. Testing
experience included both Mainframe testing and Windows application-style GUI testing through a web browser.
Responsible for the acceptance of standardized software testing methods, tools, procedures and controls relative to the delivery
of contact center solutions such as IVR, telephony, and reporting.
Involved in functional, regression and load testing of Several IVR applications.
Experienced testing distributed and embedded software applications.
Developed Test Plans and executed test cases for the several IVR applications.
Worked with testers and programmers to assess and developed methods for testing on Agile/RUP projects
Working knowledge of web servers (IIS, Apache) and J2EE application servers (Web Logic, Web Sphere).
Ability to test complex server side applications using Java, J2EE, XML, EJB, and JSP/Servlets.
Created test scenarios, test cases, test scripts and executed those test scripts on the Medicaid (MMIS) system for the
Government project of Pennsylvania. Participated and tested in the mapping of the HIPAA transactions to the MMIS.
Performed SQL queries for data validation. Worked on day-to-day SQL Server operational task.
Executed basic SQL queries, produced periodic bug reports to QA, development, product Management & technical Support.
Tested the CICS (Mainframe) Screens. Tested the online programs and batch programs
Managed quality assurance department that is fast, reliable, and able to react to changing business needs.
Tested, validated, deployed and supported with strong focus over 1 year in EDI Transactions, Hipaa Security and Compliance
format.
Validated inbound HIPAA EDI X12 file types for 837 Health Claim Request, 834 Enrollment, 835 Health Claim Payment, 820
Remittance Advice, 834 Benefit Enrollment and Maintenance transactions.
 Supervised testing activities for internal, contracted. Performed Quality Audits. Performed end to end testing
Strong knowledge and hand on experience in IBM Rational Suite (Clear Quest, Clear Case, Quality Manager and Requisite
Pro).
Processes: RUP, RAD, Scrum, Extreme Programming, Code reviews, testing.

Environment: Mercury Quality Center , MHS 6.5, DocView, Sharepoint, Oracle 9i, Mainframes (DB2, SPUFI, JCL, CICS,
Cobol, QMF, File-Aid), XML, PHP, Visio, J2EE, QTP 9.0, TOAD, Linux, BASIS, xDesign, MS Project, FDDB (Fulfillments
Driver Database), Member Portal, Windows XP Professional.