IVR QA Engineer R

Role: IVR QA Engineer

Years of Experience: 8 years

Location: Remote/ Hybrid (Coppell TX/NY/ CA)

As a consultant within the DE team you will work with our clients to define their digital strategy and execution roadmap and design and implement differentiated digital solutions to help deliver measurable value.

Job Description:

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

38 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

Why should you apply for this role

As Brillio continues to gain momentum as a trusted partner for our clients in their digital transformation journey we strive to set new benchmarks for speed and value creation. The DI team at Brillio is at the forefront of leading this charge by reimagining and executing how we structure sell and deliver our services to better serve our clients.

Know more about

PPE: what its like to work and grow at Brillio: Employment Opportunity Declaration

Brillio is an equal opportunity employer to all regardless of age ancestry colour disability (mental and physical) exercising the right to family care and medical leave gender gender expression gender identity genetic information marital status medical condition military or veteran status national origin political affiliation race religious creed sex (includes pregnancy childbirth breastfeeding and related medical conditions) and sexual orientation.

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