QA Engineer IVR Testing

Job Description

Job Summary:

We are looking for a detail-oriented QA Engineer with experience in IVR systems to ensure the quality and functionality of voice applications and telephony systems. The ideal candidate will have a strong background in IVR, contact center platforms (e.g., Amazon Connect, Genesys, Avaya, etc.), and automated/manual testing strategies.

Key Responsibilities:

Design, develop, and execute test plans and test cases for IVR and voice applications.

Validate IVR call flows, prompts, speech recognition, DTMF inputs, and backend integrations.

Perform end-to-end testing of customer journeys including telephony, APIs, and CRM workflows.

Use tools like Hammer, Cyara, Empirix, or similar IVR testing platforms.

Automate repetitive IVR test cases where applicable.

Log, track, and validate defects using tools like JIRA or TestRail.

Work closely with developers, business analysts, and product teams to define testing scope.

Participate in regression, smoke, and performance testing cycles.

Ensure test coverage for all supported devices, platforms, and user scenarios.

Required Skills and Qualifications:

8+ years of QA experience with a strong focus on IVR, voice applications, or contact center solutions.

Familiarity with IVR platforms like Amazon Connect, Genesys, Avaya, Cisco, or Twilio.

Experience with IVR test automation tools (e.g., Cyara, Hammer, Empirix).

Understanding of call flows, DTMF, SIP, CTI, and speech recognition.

Knowledge of QA methodologies, tools, and processes.

Excellent problem-solving and debugging skills.

Strong communication and documentation skills.