Job Description:· Creation of functional requirements based on business/client/end user needs· Experience in technical writing· Experience working on large/complex projects· Ability to communicate with engineers on requirements and expected outcomes· Familiarity with voice components and/or contact center practices/procedures· IVR knowledge of call flows, automation, self service· IVR, Complex ACD testing (both speech and DTMF)· Automation testing using Cyara or similar tools· Smoke testing, System integration testing, regression testing· Creation of Visio call flows, both detailed and high level based off User interface documentation
