HARINATH KOTLA

Worked on various projects at ATO including data-center migration, introduction of new applications in and integration with existing apps, upgrading current contact center solution with modern technology (Verint - call recording, screen recording, Genesys WDE, Nuance voice biometrics) to provide a better experience to the citizens of Australia.

• Collaborate with Business Analysts to convert business requirements into top-quality test documentation.
• Deliver comprehensive training on contact center concepts to the newly formed test team.
• Craft meticulous test plans and test cases.
• Execute rigorous tests and deliver concise, actionable reports on the results.
• Develop, maintain, and execute thorough regression test suites whenever a hotfix release is necessary to resolve a defect.
• Defect management and resolution to ensure all issues are resolved quickly and effectively.

Involved in analyzing & interpreting data from a variety of sources and user behavior to inform data-driven product decisions, mainly to prioritize features to develop and enhance based on customer feedback.

• Collect and synthesize user feedback from recently onboarded merchants through surveys, and interviews to better understand user needs and challenges.
• Evaluate and prioritize product features/enhancements/bugs for development using A/B testing.
• Liaise with development teams to oversee deployments and tasks for sprints.
• Create reports and visualizations to present data-driven insights to stakeholders.

AfterPay is a payment method facilitating consumers to pay for their purchases in instalments. Our team was involved in providing services to the merchants to integrate their websites and POS systems with AfterPay.

• Liaise with business stakeholders to translate business requirements to testing requirements.
• Involved in planning of testing since the inception of the team and led the team to develop and mature a testing process.
• Functional, integration, and regression testing of applications.

Telstra's Contact Centre Solution delivers complete customer support services to its client, the Department of Human Services. These services include IVR, desktop softphone, live monitoring of the agent KPIs, historical reporting of business metrics, forecasting, and scheduling of agents.

• Acquired knowledge of nuances of Contact Centre applications
• Analyze requirements and create comprehensive test scripts and use cases to support testing
• Collaborate with Business Analysts, Solution Architects, and other stakeholders to cover end-to-end testing activities
• Record defects and provide thorough descriptions and evidence
• Assisted in Incident Management post-deployment
• Involved in End-user training and floor-walking during Go-Live.

A ticket booking system has been developed to digitize manual ticket sales. It is designed for an event organizer to sell tickets online, track sales and for its patrons to purchase tickets from the web application using online payments

• Built a scalable, highly available, modular, and testable web user interface using ASP.NET in an agile environment.
• Performed API testing using Postman.
• Performed system-level testing to verify end-to-end dataflow.