QA Engineer

Role: Amazon Connect, IVR & Telephony QA Engineer

Location: Remote - Need to visit Client Jaipur Office once or twice in 6 months.

Please share profiles for the hybrid role only. Candidates who have a strong background in Salesforce along with these skills will be given preference. We will provide 3–4 days of training, after which candidates will undergo a client interview.

Experience: 5+ Years Required

Relevant Experience: 3+ Years in Contact Center / IVR / Telephony QA

Key Skills: Amazon Connect, IVR Testing, Telephony, AWS, API Testing, Salesforce Service Cloud Voice, AI Testing

Role Overview:

We are looking for an experienced Amazon Connect, IVR & Telephony QA Engineer to test cloud-based contact center solutions, complex IVR workflows, telephony integrations, APIs, and AI-powered customer experiences. The ideal candidate should have strong hands-on experience with Amazon Connect, AWS services, end-to-end integration testing, and Salesforce Service Cloud Voice.

Key Responsibilities:

• Design and execute functional, integration, regression, and UAT test cases for Amazon Connect and complex IVR systems.
• Convert Lucidchart/Visio IVR flow diagrams into comprehensive test scenarios and scripts.
• Validate DTMF, speech recognition, Amazon Lex, authentication, self-service journeys, call transfers, callbacks, and error handling.
• Test routing profiles, queues, agent states, ACD, SIP, PSTN, DID/toll-free numbers, WebRTC, call recording, and transcription.
• Test Amazon Connect Agent and Supervisor workspaces, Contact Flows, and routing configurations.
• Validate AWS integrations involving Lambda, DynamoDB, S3, Lex, Contact Lens, and CloudWatch.
• Perform API and end-to-end integration testing using Postman, SoapUI, REST-assured, or equivalent tools.
• Test Salesforce Service Cloud Voice, CTI controls, Omni-Channel, screen pops, Voice Call records, and agent-state synchronization.
• Validate Amazon Connect Chat and omnichannel customer journeys.
• Test conversational AI and Generative AI solutions using Amazon Q in Connect, Amazon Bedrock, Amazon Lex, or Salesforce Agentforce.
• Evaluate AI responses for accuracy, relevance, hallucinations, grounding, escalation, and guardrails.
• Prepare test data, maintain test documentation, manage defects, and coordinate with cross-functional teams.
• Generate test execution reports, quality metrics, and release readiness recommendations.
• Support test automation and performance testing using tools such as Cyara, Empirix Hammer, JMeter, or LoadRunner.

Must-Have Skills:

• 5+ years of overall QA/testing experience, including 3+ years in contact center, IVR, CTI, telephony, or cloud contact center platforms.
• Strong hands-on experience in Amazon Connect testing and complex IVR implementations.
• Expertise in IVR flow analysis, test case design, functional testing, regression testing, and UAT.
• Strong understanding of DTMF, ASR, ACD, PSTN, SIP, DID/toll-free, call recording, and transcription.
• Hands-on experience with AWS Console, Amazon Connect Admin workspace, Lambda, DynamoDB, S3, Lex, and Contact Flows.
• Experience testing Amazon Connect Agent/Supervisor workspaces and Chat.
• API and integration testing experience using Postman, SoapUI, REST-assured, or similar tools.
• Experience with conversational AI or Generative AI platforms.
• Strong defect management and test management experience using Jira, qTest, QMetry, TestRail, Zephyr, or equivalent tools.
• Salesforce Service Cloud Voice, CTI, and Omni-Channel testing experience is highly desirable.

Good-to-Have Skills:

• IVR automation using Cyara, Empirix Hammer, Bespoken, Operata, or similar tools.
• Performance and load testing using JMeter, LoadRunner, or NeoLoad.
• Salesforce SOQL/reporting, Contact Lens, CloudWatch, and Amazon Connect metrics.
• Generative AI quality validation, grounding, hallucination detection, and guardrail testing.
• Multilingual IVR and chat testing.
• Experience with Genesys, Cisco, Avaya, Twilio, or other contact center platforms.
• Experience with CI/CD-based continuous testing and test automation.

Ideal Candidate Profile:

• Strong analytical and troubleshooting skills.
• Ability to independently translate complex IVR diagrams into end-to-end test scenarios.
• Experience working with clients, developers, architects, business teams, and multiple vendors.
• Excellent communication, documentation, and stakeholder management skills.
• Ability to identify integration gaps, assess quality risks, and provide data-driven release recommendations.

Recruitment priority: Focus on candidates with hands-on Amazon Connect QA, complex IVR testing, AWS integration testing, and telephony expertise. General manual QA profiles without Amazon Connect or contact center testing experience are unlikely to be a strong match.