prudhvi User
@prudhviuser
IVR QA automation engineer specializing in reliable, data-driven contact systems.
United StatesWhat I'm looking for
I’m a Quality Assurance and IVR/contact center automation engineer with 5+ years of experience delivering high-quality, reliable customer interaction systems across healthcare and enterprise environments. I specialize in IVR testing, call flow validation, and automation that improves routing accuracy and overall release confidence.
I design and execute complex call flow validations—navigation, prompts, routing, escalation, and error handling—using Genesys Cloud CX and tools like Infovista (Empirix) Hammer and Cyara. I validate DTMF and speech recognition, ANI/DNIS routing, ACD logic, and CTI integrations, and I back it up with API and backend validation using REST services and SQL.
To accelerate quality at scale, I build regression and automation workflows with Python and create dashboards in Power BI/Excel to track call metrics, defect trends, and system performance. I also do root cause analysis using Splunk and support L3 production issues, leveraging Claude AI and GitHub Copilot to generate test cases and debug faster in Agile environments.
Experience
Work history, roles, and key accomplishments
Led end-to-end QA and automation testing for IVR/contact center systems using Genesys Cloud CX, validating call flows for prompts, routing, escalation, and error handling. Built Empirix Hammer and Cyara automation for bulk call/regression testing, and performed API/backend validation with SQL Server/PostgreSQL alongside Python and Power BI reporting.
Delivered QA and automation for IVR/contact center systems, executing complex call flow validations for navigation, prompts, routing, escalation, and call handling. Implemented Empirix Hammer/Cyara simulations, validated DTMF/speech recognition and ANI/DNIS/ACD logic, and supported API/backend validation and reporting with REST services, SQL Server/PostgreSQL, Python, and Power BI.
Designed and executed functional, regression, integration, and UAT testing, including end-to-end IVR call flow validation for prompts, routing, and call handling. Performed DTMF/speech recognition and ANI/DNIS/ACD validation, ran REST API and SQL Server backend checks, and supported defect tracking and regression using Jira.
Education
Degrees, certifications, and relevant coursework
The University of Texas at Arlington
Master of Science in Computer Science, Computer Science
Earned a Master of Science in Computer Science from The University of Texas at Arlington.
Sathyabama Institute of Science and Technology
Bachelor of Engineering, Engineering
Earned a Bachelor of Engineering from Sathyabama Institute of Science and Technology in Chennai, India.
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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