KC Dave Deloitte Tech Writer (2)

2 Positions 

Role Overview

This role supports the documentation, testing, and validation of enterprise contact center technologies, primarily Amazon Connect and Verint, along with integrated platforms such as Salesforce. The focus is on ensuring high-quality customer and agent experiences through clear documentation, structured testing, and accurate validation of end-to-end contact center functionality.

Required Skills & Experience

Documentation & Testing

• Experience writing clear, comprehensive technical documentation for contact center platforms (Amazon Connect, Verint, Salesforce, reporting tools).

• Strong background executing test cases, test scripts, and test scenarios for enterprise contact center systems.

• Ability to document:

  • Test steps performed

  • Expected vs. actual results

  • Supporting evidence (screenshots, call recordings, logs)

Amazon Connect & Contact Center Testing

• Hands-on experience testing Amazon Connect, Verint, Salesforce, or similar contact center solutions.

• Ability to validate end-to-end customer journeys, including:

  • Contact flows and IVR logic

  • Prompts and menu navigation

  • Queues, routing profiles, and skills-based routing

  • Call transfers, holds, and conference behavior

• Experience testing agent and supervisor experiences, including:

  • Agent desktop behavior

  • Agent and contact states

  • CTI functions (accept, hold, transfer, wrap-up codes)

  • Reporting and metrics

Defect Management & Validation

• Experience logging, tracking, retesting, and validating defects using test management or defect tracking tools.

• Ability to follow existing test plans and raise questions when steps or expected outcomes are unclear.

• Comfortable validating data accuracy in reports and exports (call records, queue metrics, agent metrics).

General Contact Center Knowledge

• Understanding of core contact center concepts:

  • Queues and routing

  • Service levels

  • Concurrency

  • Call and agent reporting

• Ability to test across multiple channels (voice required; chat, tasks, or email a plus).

Soft Skills & Work Style

• Strong attention to detail, especially around prompts, routing logic, and configuration values.

• Clear written communication for documentation, test results, and defect reporting.

• Ability to provide concise status updates on testing progress, issues, and risks.

• Comfortable working within structured release cycles, sprints, and deployment windows.

• Strong analytical and problem-solving skills when isolating and reproducing issues.

• Effective collaboration with project managers, business analysts, solution architects, and engineers.

Responsibilities

• Create and maintain Functional Design Documents (FDD) and Technical Design Documents (TDD) for Covered California’s Amazon Connect and Verint contact center environment.

• Develop and maintain test plans and testing documentation for all contact center changes.

• Execute pre-deployment and post-deployment testing, often during late evening hours (PST).

• Perform production validation, including smoke tests and sanity checks after deployments.

Expected Deliverables

• Complete and up-to-date contact center system documentation

• Test plans, test cases, and executed test results

• Clear deployment and post-deployment validation records