IVR QA Engineer

Jobtailor; Dallas (TX); On-site; USD 70,000 - 110,000; Full time

Job summary

Jobtailor is seeking an experienced QA tester to validate IVR and contact center flows in a fast-paced environment. You will design and execute tests for voice, chat, and self-service interactions, ensuring accurate routing and reliable integrations with Amazon Connect and AWS services.

The role requires hands-on API testing, strong knowledge of SDLC/Agile, and collaboration with developers and business analysts to deliver high-quality solutions.

Qualifications

• Must have Hands-on experience in IVR / Contact Center testing.
• Experience with API testing and backend validation.
• Strong understanding of call flows, routing, and telephony concepts.

Responsibilities

• Validate IVR call flows, routing logic, and customer journeys of the contact center.
• 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.
• Prepare test reports and quality metrics throughout the SDLC.

Skills

IVR testing

API testing

AWS services (Lambda, S3)

SDLC / STLC

Agile methodologies

QA testing

Tools

Cyara

Hammer Testing

Selenium

REST Assured

Job description

Responsibilities

• 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

Requirements

• 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
• 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