Quality Assurance Engineer

We are seeking a talented Quality Assurance Engineer to join our growing Quality Assurance team. The right candidate is someone who is detail-oriented, has strong analytical skills, and is passionate about ensuring quality in complex systems. Your mission will be to validate multi-channel customer interactions across IVR, chat, and email platforms, working with cutting-edge AWS technologies and contributing to implementations for enterprise clients. Your work will directly impact the customer experience for millions of users, ensuring our solutions meet the highest standards of quality and reliability. 

• Execute comprehensive test plans for IVR systems, including call flow validation, DTMF input testing, and speech recognition accuracy
• Perform end-to-end testing of chat implementations across web, mobile, and messaging platforms
• Validate email routing, auto-response systems, and template rendering across different email clients
• Conduct functional testing of Amazon Connect contact flows, queues, and routing strategies
• Test integration points between contact center platforms and CRM systems, knowledge bases, and third-party applications
• Develop detailed test cases, test scripts, and maintain test data sets for various customer interaction scenarios
• Document test results, defects, and issues in tracking systems with clear reproduction steps
• Conduct load testing for IVR systems and chat platforms during peak volumes
• Perform usability testing to ensure intuitive customer experiences
• Test failover scenarios, disaster recovery procedures, and system behavior under edge cases

• 3-5 years of experience in software testing or quality assurance
• Strong understanding of testing methodologies and QA best practices
• Demonstrated experience testing multi-channel contact center systems (IVR, chat, email)
• Strong analytical and problem-solving skills with excellent attention to detail
• Ability to identify edge cases and complex test scenarios
• Excellent written and verbal communication skills
• Ability to work independently and collaboratively as part of a team
• Adaptability to changing project requirements and technical stacks

• Experience with Amazon Connect or other AWS contact center services
• Familiarity with test automation frameworks and tools
• Experience with performance and load testing tools
• Knowledge of VOIP, IVR systems, and contact center technologies
• Bachelor's degree in Computer Science, Information Technology, or related field
• AWS Certified Cloud Practitioner or equivalent certification
• Experience working in a consulting or professional services environment