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Quality Assurance (QA) Engineer

Reports to: Head of Professional Services

Function: Amazon Connect

Location: India-Remote

Updated: Feb 3, 2025

Role Purpose

The QA Engineer (recent graduate/associate to mid-career level) ensures the delivery of high-quality contact center solutions by thoroughly testing contact flows, intents, queues, and system integrations. This role is vital in maintaining high standards of customer experience and operational efficiency. While experience with Amazon Connect is a plus, strong QA expertise in any contact center environment is highly valued.

Key Responsibilities

  • Execute and manage test plans and test cases for contact center solutions, including contact flows, IVR systems, intents, and queue configurations.

  • Perform various testing types, including functional, regression, system integration, and end-to-end testing.

  • Identify, document, and track bugs and issues, ensuring clear communication and follow-up with development teams.

  • Validate system configurations, routing logic, and integrations with CRM or other external systems.

  • Collaborate with internal teams and clients during User Acceptance Testing (UAT).

  • Continuously improve QA processes and tools to enhance efficiency and effectiveness.

  • Ensure comprehensive test coverage and maintain accurate documentation of test results and defect resolutions.

Knowledge, Skills, Experience and Traits

  • Strong understanding of contact center technologies and platforms (e.g., Avaya, Cisco, Five9, Genesys, or Amazon Connect).

  • Familiarity with contact flows, IVR, speech recognition, intent handling, and queue management.

  • Basic understanding of CRM integrations and data flows in contact center environments.

  • Proficient in creating and managing test plans, test cases, and test scripts.

  • Hands-on experience with QA tools such as JIRA, TestRail, Operata, Cyara or similar platforms.

  • Strong analytical skills for identifying root causes of issues and recommending solutions.

  • Experience with automation testing tools is a plus but not required.

  • 3+ years of Quality Assurance experience, preferably in contact center environments.

  • Demonstrated ability to work with both technical and non-technical stakeholders.

  • Experience testing CCaaS solutions (e.g., Avaya, Genesys, Five9) is highly desirable.

  • Strong attention to detail with a focus on delivering high-quality solutions.

  • Excellent communication skills, capable of explaining technical concepts clearly to various stakeholders.

  • Proactive, self-motivated, and capable of working independently or within a team.

  • Adaptable and open to learning new technologies and tools in a dynamic environment.

  • Passionate about improving processes and enhancing customer experiences.

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