UAT Test Analyst

IGT Solutions

The UAT Tester Conversational Platforms is responsible for validating end-to-end customer journeys across Etihad s Chatbot and IVR systems to ensure solutions are accurate, reliable, and ready for guest use before release.

This role focuses on executing structured User Acceptance Testing (UAT) for conversational flows, integrations, and business rules across digital and voice channels. The tester will work closely with Product, Delivery, Technology, and Operations teams to identify defects, verify fixes, and ensure that chatbot and IVR experiences meet business requirements, guest expectations, and operational standards.

The role requires strong attention to detail, a guest-centric mindset, and a solid understanding of conversational journeys, airline processes, and exception scenarios.

Key Accountabilities

• Execute UAT testing for Chatbot and IVR journeys, covering end-to-end guest scenarios, edge cases, and error handling.
• Review business requirements, conversational flows, and IVR call flows to ensure complete test coverage.
• Design and execute detailed test scenarios and test cases, including happy paths, negative scenarios, fallbacks, and system failures.
• Validate intent recognition, response accuracy, decision logic, and system prompts for chatbot and IVR experiences.
• Test integration points with backend systems (e.g. booking systems, CRM, payments, disruption data) to ensure correct data exchange and responses.
• Identify, log, and track defects and observations, providing clear reproduction steps and impact assessment.
• Re-test fixes and enhancements during regression cycles to ensure no unintended disruptions to existing journeys.
• Validate language accuracy, tone of voice, and guest-friendly messaging across chat and voice channels.
• Support release readiness by confirming exit criteria, UAT sign-off inputs, and known limitation documentation.
• Collaborate closely with Delivery Managers, Product Owners, Developers, and Operations teams during UAT cycles.
• Maintain test documentation, including test cases, execution results, defect logs, and UAT summaries.

Skills & Competencies

• Strong understanding of UAT processes and methodologies for digital and voice platforms.
• Experience testing chatbots, IVR systems, voicebots, or conversational AI solutions.
• Ability to think from a guest journey and operational impact perspective.
• High attention to detail and ability to identify inconsistencies in logic, responses, and flows.
• Comfortable testing multi-turn conversations, decision trees, and rule-based logic.
• Ability to clearly document issues and communicate effectively with technical and non-technical stakeholders.
• Familiarity with airline or travel processes (booking, changes, refunds, disruptions) is highly desirable.
• Basic understanding of NLU concepts (intents, utterances, confidence, fallbacks) is an advantage.

Experience

• 6-12 years experience in UAT testing or QA roles, preferably within digital, conversational, or customer-facing platforms.
• Prior experience testing Chatbot, WhatsApp, IVR, or voice applications is highly desirable.
• Experience working in airline, travel, hospitality, or high-volume contact centre environments is an advantage. knowledge of GDS systems (e.g. Amadeus, Sabre) is highly desirable.
• Exposure to test management or defect tracking tools (e.g. JIRA, Confluence, Azure DevOps) is preferred.