IVR QA Automation Engineer- R01568701

About the role

The IVR QA Automation Engineer will be responsible for designing, developing, and executing comprehensive test strategies for a cloud-based contact center solution built on Amazon Connect. This role involves working closely with Product Managers, Developers, Business Analysts, and DevOps teams to ensure high-quality releases across multiple environments.

Responsibilities

• Design, develop, and execute comprehensive test strategies for Amazon Connect IVR and contact center applications.
• Build and maintain automated IVR regression and functional test suites using Cyara.
• Develop and enhance custom automation frameworks using Node.js.
• Validate Amazon Connect contact flows, queues, routing profiles, prompts, Lambda integrations, and Amazon Lex bots.
• Test customer authentication, self-service workflows, transfers, callbacks, error handling, and exception scenarios.
• Validate integrations with AWS Lambda, REST APIs, CRM platforms, and backend services.
• Execute smoke, functional, regression, integration, and end-to-end testing across Dev, QA, UAT, and Production environments.
• Analyze test failures, identify root causes, and collaborate with development teams to resolve defects.
• Create and maintain reusable automated test scripts and test data.
• Participate in sprint planning, backlog refinement, and release planning activities.
• Track defects using Jira and provide detailed reporting on testing progress, risks, and quality metrics.
• Support CI/CD pipelines by integrating automated tests into deployment workflows.
• Continuously improve automation coverage, testing efficiency, and release quality.

Requirements

• Bachelor's degree in Computer Science, Information Systems, Engineering, or related field.
• 5+ years of software quality assurance experience.
• 3+ years of IVR or contact center testing experience.
• Hands-on experience testing Amazon Connect solutions.
• Strong experience creating automated IVR test scripts using Cyara.
• Experience developing automation frameworks using Node.js.
• Experience testing REST APIs using Postman or similar tools.
• Strong understanding of Agile/Scrum development methodologies.
• Experience using Jira and test management tools.
• Strong analytical, troubleshooting, and communication skills.

Qualifications

• Required Qualifications:
• Bachelor's degree in Computer Science, Information Systems, Engineering, or related field.
• 5+ years of software quality assurance experience.
• 3+ years of IVR or contact center testing experience.
• Hands-on experience testing Amazon Connect solutions.
• Strong experience creating automated IVR test scripts using Cyara.
• Experience developing automation frameworks using Node.js.
• Experience testing REST APIs using Postman or similar tools.
• Strong understanding of Agile/Scrum development methodologies.
• Experience using Jira and test management tools.
• Strong analytical, troubleshooting, and communication skills.

Preferred Qualifications

• Experience testing Amazon Lex conversational bots.
• Experience Validating AWS Lambda Functions.
• Familiarity with AWS services such as S3, CloudWatch, IAM, API Gateway, and EventBridge.
• Experience with GitHub and CI/CD pipelines.
• Experience using Playwright, Selenium, or similar web automation tools.
• Knowledge of contact center KPIs and customer journey testing.
• AWS Cloud Practitioner or AWS Developer certification.
• Cyara certification.