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Job requirements
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Job Description – IVR QA Engineer
Job Summary
- We are seeking a skilled IVR QA Engineer to validate and ensure the quality of contact centre solutions built on Amazon Connect and related technologies. The role involves testing IVR flows, voice and chatbot interactions, backend integrations, and ensuring seamless customer experience across channels.
Key Responsibilities
IVR & Contact Flow Testing
- Validate IVR call flows, routing logic, and customer journeys
- Perform end-to-end testing of inbound, outbound, and callback flows
- Test voice, chat, and self-service interactions for accuracy and usability
Functional & Integration Testing
- Test integrations between Amazon Connect, AWS services, and backend systems
- Validate APIs, Lambda functions, and data flows across systems
- Ensure correct handling of user inputs, fallback scenarios, and edge cases
Test Design & Execution
- Design detailed test cases, test scenarios, and test data
- Execute functional, regression, system, and integration testing
- Perform smoke and sanity testing during releases
Automation & Tools
- Develop and maintain test automation scripts where applicable
- Use tools like Cyara, Selenium, or API testing frameworks for validation
- Support test automation for IVR and conversational flows
Defect Management & Reporting
- Identify, log, track, and retest defects
- Work closely with developers and BA teams for issue resolution
- Prepare test reports, status updates, and quality metrics
Quality Assurance & Compliance
- Ensure high-quality delivery aligned with business requirements
- Validate compliance with security and data standards
- Participate in UAT support and production validation
Required Skills & Qualifications
- 3–8 years of experience in QA or testing roles
- Hands-on experience in IVR / Contact Center testing
- Experience with Amazon Connect or similar platforms
- Strong understanding of call flows, routing, and telephony concepts
- Experience with API testing and backend validation
- Knowledge of AWS services (Lambda, S3, API Gateway, CloudWatch)
- Experience in test case design, execution, and defect tracking
- Strong understanding of SDLC, STLC, and Agile methodologies
Preferred Skills
- Experience with testing tools such as Cyara, Hammer, or similar IVR testing tools
- Exposure to chatbot/voice bot testing (Amazon Lex or equivalent)
- Experience in automation frameworks (Selenium, REST Assured, etc.)
- Knowledge of contact centre platforms like Avaya or Genesys
- Familiarity with CI/CD and DevOps testing practices
Soft Skills
- Strong analytical and problem-solving abilities
- Good communication and stakeholder coordination skills…
