Willis Towers Watson

Account and Routing Configuration - (ARC) Tester - Work From Home

Posted on Apr 19 1 view South Jordan, UT

An ARC Tester team member ensures our call routing strategies are accurately and consistently fulfilling their intent. The candidate will need to be familiar with common testing standards, automate business focused call routing tests, and able to troubleshoot through multiple systems to identify routing issues causes. It is the ARC Tester’s responsibilities to make sure new and existing routing strategies are performing as designed. We are looking for someone who can investigate complex issues thoroughly and clearly articulate conditions and steps to reproduce the scenario. During busy call center times the ARC Tester will assist other ARC Analysts with managing call routing trends. We use Genesys PureEngage and proprietary call system tools for call routing.

Note: Employment-based non-immigrant visa sponsorship and/or assistance is not offered for this specific job opportunity.

Willis Towers Watson is committed to finding opportunities to foster flexibility in the workplace, whenever business and client demands allow. We are delighted that this opportunity meets the criteria to work from home. For specific details, please discuss with your Recruiter.

The Role

  • Develop and execute manual test suites for Routing Strategies and IVR workflows
  • Develop and execute automated test suites for Routing Strategies and IVR workflows
  • Record results of tests validation
  • Develop testing standards for call related systems
  • Troubleshoot reported call routing issues via system logs, database queries, and business reports
  • Document testing strategies and troubleshooting processes
  • Champion issue resolution for call system between operations and technology teams
  • Communicate with technology teams on high priority issues
  • Validate production functionality for afterhours deployments
  • Train routing team members on testing practices for relevant systems
  • Schedule automated alerts for system issues
  • Perform audits on call routing configurations to ensure they are working as designed
  • Assist with call routing adjusting and communication when needed

The Requirements

  • 3 years of software testing experience
  • Experience with automation testing systems (Cyara, Selenium, etc.)
  • Experience identifying issues through system logs
  • Strong knowledge of SQL
  • Strong understanding of call routing systems (Complemax, IVR, WFTM, Pulse, GAX)
  • Strong knowledge of call center operations
  • Ability to prioritize, organize and summarize issues
  • Demonstrated effective verbal and written communication skills
  • Ability to learn and work in a fast pace environment
  • Attention to detail and process

Equal Opportunity Employer/Vet/Disability