Quality Assurance Engineer
Core
Validate multi-channel customer interactions (IVR, chat, email) and ensure quality in complex contact center systems using AWS technologies.
Role type
Quality Assurance Engineer (Contact Center)
Builds
IVR systems, chat implementations, email routing, and Amazon Connect contact flows for enterprise clients.
Domain
Cloud services, Contact Center, AWS
Required skills
Testing methodologies, multi-channel contact center testing, analytical problem-solving, edge case identification, test documentation, load testing, usability testing, failover/disaster recovery testing
Preferred skills
Amazon Connect, test automation frameworks, performance testing tools, VOIP/IVR technologies, consulting environment experience
Technologies
AWS, Amazon Connect, IVR, Chat platforms, Email clients, CRM systems
Responsibilities
Execute test plans for IVR systems including call flow and DTMF validation; Perform end-to-end testing of chat across web, mobile, and messaging platforms; Validate email routing and template rendering; Conduct functional testing of Amazon Connect contact flows and routing strategies; Test integration points between contact center platforms and third-party applications; Develop test cases, scripts, and maintain test data sets; Document test results and defects with reproduction steps; Conduct load testing for peak volumes; Perform usability and failover scenario testing
Seniority
Mid-level, hands-on IC
