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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.

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