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
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