Strategy & Consulting - Global Network - SONG - Service - CCaaS Test Planning & Case Design Sr Analyst/Consultant
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The Strategy & Consulting - Global Network - SONG practice is aligned to Accenture Song and works with clients across their marketing, commerce/sales and services functions. As part of the team, you will provide transformation services driven by key offerings like Living Marketing, Connected Commerce and Next-Generation Customer Care.These services help our clients become living businesses by optimizing their marketing, commerce/sales, and customer service strategy, thereby driving cost reduction, revenue enhancement, customer satisfaction and impacting front end business metrics in a positive manner.
Responsibilities:
- Collaborate with business analysts and technical consultants to understand solution requirements.
- Develop comprehensive test plans, test cases, and test scripts that cover both functional and regression testing scenarios for Chatbot and Agent Desktop features.
- Execute end-to-end functional testing across the IVR flows, agent screens, call routing, and reporting tags.
- Validate configuration, UI elements, user permissions, and integration points between systems.
- Identify, log, and categorize defects using defined tracking tools.
- Work closely with development and configuration teams to track defect resolution and conduct timely retesting.
- Support the Samsung business teams in User Acceptance Testing (UAT) by preparing test data, guiding test execution, and validating that deliverables meet business expectations.
- Assist in documenting test evidence and sign-off processes.