IVR QA Engineer

Primary Skills

• IVR & Contact Flow Testing
• Cyara
• Amazon connect

Specialization

• Quality Engineering - Web Applications & Microservices: Associate SDET

Job requirements

• Job Description IVR QA Engineer

Job Summary

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
• Attention to detail and quality mindset
• Ability to work in fast-paced Agile environments