Description and Requirements
IVR UAT Testing:
- Responsible for documenting, reviewing and approval of the test scenarios and test steps (including end to end) for each feature and user story. Prepare Test data for testing. Test the desired user experience, contained within IVR
- Act as a lead in creation, preparation and conduct quality assurance reviews with the business partners. Attend initiative meetings with Business Analyst & Project status meeting
- Work with Product Owner to resolve issues and defects through collaboration within the delivery team and across the organization
- Review test scenarios and test cases with business partners and get approval prior to testing
- Ensure that post-production / smoke testing is conducted and issues are escalated and resolved
- Monitor and track all testing efforts using Agile principles and tool set (e.g. Azure)
- Ensure UAT testers have access to the correct lower region environment to conduct testing
- Technical & Professional Skills Required
- Expert understanding of Collaboration Tools such as Azure DevOps, SharePoint, Microsoft Teams, Microsoft Powerpoint, Microsoft visio
- Have a Testing Mindset: Ability to test Personas, Understand customer journey
- Document User story writing and Acceptance Criteria in Azure
- Expert Understanding of technologies used in the IVR and telephony: Dialogue Design tools, Chat bot, Text to Speech, Speech Recognition, Toll Free Number Engineering, Automatic Call Distribution, Natural Language Processing
- Excellent Communication, organization and planning skills
- Stakeholder Management
- Experience Required
- 3+ years' current experience working within IVA/IVR in a Call Center
- 3+ years' experience with creating documentation for communication with varied audiences
- 2+ years' experience testing call center applications
- 1+ years' experience with project management
- Experience Preferred
- Agile Methodology experience
- SAFe Agile Certification preferred
The salary range for applicants for this position is $65,000 - $95,000.
Benefits We Offer
Our U.S. benefits address holistic well-being with programs for physical and mental health, financial wellness, and support for families. We offer a comprehensive health plan that includes medical/prescription drug and vision, dental insurance, and no-cost short- and long-term disability. We also provide company-paid life insurance and legal services, a retirement pension funded entirely by MetLife and 401(k) with employer matching, group discounts on voluntary insurance products including auto and home, pet, critical illness, hospital indemnity, and accident insurance, as well as Employee Assistance Program (EAP) and digital mental health programs, parental leave, volunteer time off, tuition assistance and much more!
About MetLife
Recognized on Fortune magazine's list of the 2024 "World's Most Admired Companies", Fortune World's 25 Best Workplaces™ for 2024, as well as the 2025 Fortune 100 Best Companies to Work For ®, MetLife , through its subsidiaries and affiliates, is one of the world's leading financial services companies; providing insurance, annuities, employee benefits and asset management to individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East.
Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by empathy, we're inspired to transform the next century in financial services. At MetLife, it's #AllTogetherPossible . Join us!
MetLife is an Equal Opportunity Employer. All employment decisions are made without regards to race, color, national origin, religion, creed, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, marital or domestic/civil partnership status, genetic information, citizenship status (although applicants and employees must be legally authorized to work in the United States), uniformed service member or veteran status, or any other characteristic protected by applicable federal, state, or local law ("protected characteristics").
If you need an accommodation due to a disability, please email us at accommodations@metlife.com. This information will be held in confidence and used only to determine an appropriate accommodation for the application process.
MetLife maintains a drug-free workplace.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liabilities.
$65,000 - $95,000
