Shirisha Mogilipalem

QA Engineer with 4.5+ years of experience in Manual Testing, IVR Testing, Contact Center Applications, Salesforce CRM Testing, REST API Validation, SQL Database Testing and AI Chatbot Testing. Experienced in validating customer journeys, IVR automation, backend integrations and enterprise applications using Genesys Cloud and Cyara. Skilled in Functional, Regression, Smoke, Sanity, SIT, UAT, Agile Scrum, JIRA, Postman, SoapUI, SQL and defect lifecycle management.

Proven ability to deliver high-quality software releases through comprehensive testing, effective defect management and seamless collaboration with cross-functional Agile teams.

QA Engineer at Tata Consultancy Services (TCS) (2021-12 – 2026-08)

• Designed, developed and executed test cases for enterprise IVR, Contact Center and customer interaction applications across multiple releases.
• Executed Functional, Regression, Smoke, Sanity, System Integration Testing (SIT) and User Acceptance Testing (UAT) to ensure high-quality software releases.
• Validated end-to-end IVR customer journeys, call routing logic, voice prompts and voice workflows using Genesys Cloud across diverse business scenarios.
• Designed, executed and maintained automated test cases using Cyara Velocity to validate IVR customer journeys, voice workflows, call routing and regression test scenarios.
• Conducted AI Chatbot Testing by validating intent recognition, conversational flow, contextual continuity, fallback handling, response accuracy and live-agent escalation scenarios.
• Verified chatbot integrations with REST APIs, Salesforce CRM, backend systems and knowledge base applications to ensure seamless customer interactions and accurate data flow.
• Conducted REST API Testing using Postman and SoapUI by validating request and response payloads, HTTP status codes, backend integrations and data integrity.
• Executed SQL queries to validate backend databases, verify data integrity and ensure accurate test data across enterprise applications.
• Managed the complete Defect Lifecycle using JIRA, including defect logging, prioritization, tracking, retesting, verification and closure across multiple testing cycles.
• Performed Salesforce CRM Testing by validating customer workflows, business processes and enterprise system integrations.
• Collaborated with developers, business analysts, product owners and cross-functional Agile teams to resolve defects, support release activities and deliver high-quality software within sprint timelines.
• Prepared test cases, test execution reports, defect metrics, release reports and quality status reports to support project tracking and informed release decisions.
• Participated in requirement analysis, sprint planning, backlog refinement, daily stand-ups, sprint reviews and retrospective meetings as part of the Agile Scrum process.
• Performed production validation and release verification activities to ensure successful deployment and application stability after production releases.

QA Engineer – Manual Testing & IVR Validation at Tata Consultancy Services (TCS)

Project: Hyundai Capital America (HCA) | Domain: Insurance & Customer Experience Systems | Platform: Interactive Voice Response (IVR), Contact Center & AI Chatbot Applications | Tools & Technologies: Genesys Cloud | Cyara | JIRA | Postman | SoapUI | SQL | JMeter

• Validated end-to-end IVR customer journeys, call routing logic, voice workflows and voice prompt configurations using Genesys Cloud.
• Performed end-to-end testing of IVR, web, mobile and enterprise applications across multiple releases.
• Validated AI chatbot conversational flows, intent recognition, live-agent escalation, contextual continuity and error-handling scenarios.
• Evaluated chatbot response time, usability, accessibility and conversational consistency to enhance customer experience.
• Conducted cross-browser and cross-device validation to ensure consistent chatbot functionality.
• Designed chatbot and IVR test plans, test cases, execution reports, defect summaries and UAT sign-off documentation.
• Supported production validation, release verification and post-deployment testing activities.
• Worked closely with developers, business analysts and product owners to resolve production issues and support successful software releases.

B.Tech in Electrical & Electronics Engineering (EEE) – Sree Chaitanya College of Engineering, JNTUH (2016 – 2020)