Overview

Software Tester-UAT Jobs in Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates at IGT Solutions

Title: Software Tester-UAT

Company: IGT Solutions

Location: Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates

We are looking for UAT Tester – Conversational Platforms (Chatbot & IVR)

Location: Onsite Abu Dhbai

Job Description:

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.

You can read more about us on our company career page https://www.igtsolutions.com/careers/ or follow us on Linkedin https://www.linkedin.com/company/igtsolutions/jobs/ to get the latest updates.

About IGT Solutions Pvt Ltd

IGT Solutions is a next-gen customer experience (CX) company, defining and delivering transformative experiences for the global and most innovative brands using digital technologies. With the combination of Digital and Human Intelligence, IGT becomes the preferred partner for managing end-to-end CX journeys across Travel and High Growth Tech industries. We have a global delivery footprint, spread across 30 delivery centers in China, Colombia, Egypt, India, Indonesia, Malaysia, Philippines, Romania, South Africa, Spain, UAE, the US, and Vietnam, with 25000+ CX and Technology experts from 35+ nationalities.

It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.

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