IVR QA Automation (W2 Position only)

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