IVR QA Engineer - R01566923

Role: IVR QA Engineer

Years of Experience: 8+ years

Location: Remote/ Hybrid (Coppell, TX/NY/ CA)

As a consultant within the DE team, you will work with our clients to define their digital strategy and execution roadmap, and design and implement differentiated digital solutions to help deliver measurable value.

Job Description:

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.

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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

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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

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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

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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

Why should you apply for this role?

As Brillio continues to gain momentum as a trusted partner for our clients in their digital transformation journey, we strive to set new benchmarks for speed and value creation. The DI team at Brillio is at the forefront of leading this charge by reimagining and executing how we structure, sell and deliver our services to better serve our clients.

Know more about

PPE: https://www.brillio.com/platform-and-product-engineering/

DAE: https://www.brillio.com/services-data-analytics/

CES: https://www.brillio.com/services-customer-experience-services/

DI: https://www.brillio.com/services-digital-infrastructure/

Know what it’s like to work and grow at Brillio: https://www.brillio.com/join-us/

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.