Quality Assurance Engineer
Core
Validate multi-channel customer interactions (IVR, chat, email) and ensure quality in complex contact center systems.
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, AI/ML integration
Deliverable
production ML models | product features
Required skills
Testing methodologies, multi-channel system testing, analytical problem-solving, edge case identification, documentation, load testing, usability testing
Preferred skills
Amazon Connect, test automation frameworks, performance testing tools, VOIP/IVR technologies
Technologies
AWS, Amazon Connect, IVR, Chat platforms, Email clients, CRM systems
Responsibilities
Execute test plans for IVR systems including call flow and DTMF testing; Perform end-to-end testing of chat and email platforms; Conduct functional testing of Amazon Connect contact flows; Test integration points with CRM and third-party apps; Develop test cases and maintain test data sets; Document defects and issues; Conduct load and usability testing; Test failover and disaster recovery scenarios.
