CRM System Tester

The Intake Systems Tester ensures the intake technology works reliably end-to-end across all core applications used by the team – telephony and CRM. This role is responsible for executing structured testing, documenting results, catching defects before launch, and validating fixes after changes to mitigate impact on the client experience. The Intake Systems Tester will partner closely with the Senior Program Manager, Intake Operations, and vendors/technical stakeholders to support stable releases and continuous improvement.

Key Responsibilities

Phone Systems Testing (Inbound/Outbound)

• Test and validate inbound call routing flows, including IVRs, queues, skills-based routing, overflow/failover, business hours/holiday schedules, and voicemail logic.

• Verify whispers, call recording, dispositions, wrap-up time, and agent state behavior (available/busy/after-call work).

• Test outbound dialers (preview/progressive/predictive as applicable), list logic, pacing, compliance settings, and call result handling.

• Validate call quality and reliability issues (dropped calls, latency, transfers, conference calls, warm/cold transfers).

• Confirm integrations and data handoffs between telephony and CRM (e.g., screen pops, call notes, call recordings, call metadata).

CRM & Intake Application Testing

• Test agent workflows in the CRM, including consultation forms, required fields/validations, conditional logic, error handling, and user permissions.

• Validate retainer packets, e-sign flows, document generation/merge fields, and delivery steps (email/SMS as applicable).

• Test automations such as task creation, case stage movement, contact updates, deduping logic, notifications, and internal handoffs.

• Ensure workflow changes do not break reporting fields, dashboards, or downstream processes.

Release & Change Management Support

• Assist in building and executing test plans and scenarios for new features, bug fixes, vendor updates, and configuration changes.

• Perform smoke tests, regression tests, and post-deployment validation; document results and recommend go/no-go decisions.

• Log defects with clear reproduction steps, environment details, screenshots/videos, and severity/priority ratings.

• Re-test fixes and verify issues are fully resolved (including edge cases).

Documentation & Continuous Improvement

• Maintain organized QA documentation (test cases, checklists, known issues, release notes, and sign-off records).

• Identify recurring failure points and propose improvements to testing coverage, tooling, and change controls.

• Partner with operations and training teams to translate system changes into practical agent impact and process updates.