IVR QA Engineer

Jobtailor; St. Louis (MO); On-site; USD 110,000 - 150,000; Full time

Job summary

Jobtailor seeks a senior QA tester to lead end-to-end validation of IVR and contact center flows in a fast-paced environment. You will verify voice, chat, and self-service interactions, test API integrations with AWS services, and drive automation where applicable.

Experience with Cyara, Selenium, REST Assured, and chatbot testing is required, along with strong analytical and collaboration skills to coordinate with developers and business analysts.

Qualifications

• 8+ years of QA or testing experience.
• Hands-on IVR / contact center testing experience.
• Experience with Amazon Connect or similar platforms.
• Strong knowledge 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 designing, executing, and tracking test cases and defects.
• Understanding of SDLC, STLC and Agile methodologies.
• Familiarity with IVR testing tools (Cyara, Hammer) and automation frameworks (Selenium, REST Assured).
• Exposure to chatbot/voice bot testing (Amazon Lex or equivalent).
• Knowledge of CI/CD and DevOps testing practices.
• Strong analytical, problem-solving and communication skills.
• Ability to work in fast-paced, Agile environments.

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, fallbacks, and edge cases.
• Design detailed test cases, scenarios, and data.
• Execute functional, regression, system, and integration testing.
• Perform smoke and sanity testing during releases.
• Develop and maintain test automation scripts where applicable.
• Use Cyara, Selenium, or API testing frameworks for validation.
• Support test automation for IVR and conversational flows.
• Identify, log, track, and retest defects.
• Collaborate 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.

Skills

IVR testing

Amazon Connect

API testing

Selenium

REST Assured

Cyara

Hammer

AWS services

QA automation

CI/CD

DevOps testing

Agile

Analytical thinking

Communication

Tools

Selenium

REST Assured

Cyara

Hammer

Amazon Lex

AWS Lambda

API Gateway

S3

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

• 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