Validate and test contact center solutions built on Amazon Connect. Design and execute IVR/contact flow, functional, integration, regression, and smoke tests. Test voice/chatbot interactions, APIs, Lambda functions, and backend integrations. Develop/maintain automation, log defects, report quality metrics, and support UAT and production validation.
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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
- 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.
- 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
- 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
- Design detailed test cases, test scenarios, and test data
- Execute functional, regression, system, and integration testing
- Perform smoke and sanity testing during releases
- 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
- Identify, log, track, and retest defects
- Work closely with developers and BA teams for issue resolution
- Prepare test reports, status updates, and quality metrics
- Ensure high-quality delivery aligned with business requirements
- Validate compliance with security and data standards
- Participate in UAT support and production validation
- 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
- 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
- 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
Key Responsibilities
IVR & Contact Flow Testing
Functional & Integration Testing
Test Design & Execution
Automation & Tools
Defect Management & Reporting
Quality Assurance & Compliance
Required Skills & Qualifications
Preferred Skills
Soft Skills
Know more about Brillio : https://www.brillio.com/join-us/
PPE: https://www.brillio.com/platform-and-product-engineering/
Equal 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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