IVR QA Engineer in United States Embassy at Jobgether

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a IVR QA Engineer based in United States.

This role focuses on ensuring the quality, reliability, and performance of advanced contact center solutions.
You will validate complex IVR workflows, voice interactions, chatbot experiences, and backend integrations.
The position combines manual testing expertise with automation practices to improve customer experiences.
You will collaborate with engineering, business, and delivery teams in an Agile environment.
The role offers the opportunity to work on modern cloud-based communication platforms and digital transformation initiatives.
You will play a key part in delivering seamless, secure, and high-quality customer interactions across multiple channels.

The IVR QA Engineer will be responsible for designing, executing, and improving testing strategies for contact center technologies. The role requires strong attention to detail, technical expertise, and collaboration with cross-functional teams to ensure solutions meet business and customer expectations.

• Validate IVR call flows, routing logic, customer journeys, and conversational experiences across voice, chat, and self-service channels.
• Perform end-to-end testing for inbound, outbound, callback, and other contact center workflows.
• Test integrations between cloud communication platforms, backend systems, APIs, Lambda functions, and related services.
• Design comprehensive test cases, scenarios, test data, and execution plans for functional, regression, system, and integration testing.
• Develop and maintain automation scripts using tools and frameworks such as Selenium, API testing solutions, and IVR testing platforms.
• Execute smoke testing, sanity testing, and production validation activities during releases.
• Identify, document, track, and retest defects while collaborating with development and business teams to drive resolution.
• Prepare test reports, quality metrics, and status updates to support delivery visibility.
• Ensure solutions comply with quality standards, security requirements, and business expectations.
• Support user acceptance testing and continuous improvement initiatives across digital customer experiences.

The ideal candidate brings strong experience in quality engineering, IVR testing, and cloud-based contact center solutions. This role requires technical expertise, analytical thinking, and the ability to work effectively with distributed teams.

• 3+ years of experience in QA, software testing, or quality engineering roles, with strong hands-on IVR or contact center testing experience.
• Experience testing Amazon Connect or similar cloud-based contact center platforms.
• Strong understanding of IVR workflows, call routing, telephony concepts, and customer interaction journeys.
• Experience with API testing, backend validation, and integration testing.
• Knowledge of AWS services such as Lambda, S3, API Gateway, and CloudWatch.
• Proficiency with test case creation, execution, defect management, and quality reporting.
• Familiarity with SDLC, STLC, Agile methodologies, and software delivery practices.
• Experience with automation frameworks and tools such as Selenium, REST Assured, Cucumber, BDD, or similar technologies.
• Exposure to IVR testing tools such as Cyara, Hammer, or equivalent platforms is preferred.
• Experience testing chatbot or voice bot solutions, including platforms such as Amazon Lex, is a plus.
• Knowledge of contact center technologies such as Avaya or Genesys is beneficial.
• Strong analytical, problem-solving, communication, and stakeholder management skills.
• Ability to work independently, manage priorities, and contribute effectively in fast-paced Agile environments.

• Competitive compensation package based on experience and qualifications.
• Remote or hybrid work flexibility depending on location and business needs.
• Opportunity to contribute to large-scale digital transformation projects using modern technologies.
• Exposure to cloud platforms, automation frameworks, and innovative customer experience solutions.
• Collaborative environment with opportunities to work alongside experienced technology professionals.
• Career development opportunities through continuous learning and involvement in complex digital initiatives.
• Supportive workplace culture focused on innovation, growth, and professional development.