Job Summary
In‑depth knowledge of IVR testing and engineering, with extensive experience in testing Contact Centre platforms such as Amazon Connect/Genesys Cloud
Strong experience in voice and digital channels, including message/chat testing (e.g. SMS, web chat, async messaging) and associated contact flows
Highly proficient in Cyara IVR automation tools
Key Responsibilities
Extensive hands‑on experience testing IVRs, inbound and outbound voice calls, and digital messages using manual and Cyara‑based approaches
Hands‑on experience with Cyara Cruncher for IVR and contact flow performance testing
Experience testing customer journeys across voice and messaging channels, including validation of prompts, message content, routing, attributes, and integrations
Proven capability in diagnosing testing issues, analyzing Amazon Connect logs, contact traces, and message transcripts to identify root causes
Ability to gather and analyze functional and non‑functional test requirements, and perform assessments to confirm testing scope and coverage
Experience designing functional test approaches and test plans, and assessing appropriate test types based on requirements
Skill Requirements
Experience testing Amazon Connect integrations with downstream systems (CRM, case management, bots, AWS Lambda, APIs)
Sound experience with CI/CD processes and tools such as GCP Cloud Build, Codefresh, GitHub Actions, etc.
Strong software engineering fundamentals, with experience in one or more programming languages
Hands‑on experience in API testing using tools such as Postman or SuperTest
Exposure to chatbot or NLU testing (e.g. Amazon Lex) within Amazon Connect message flows
A growth mindset with a strong focus on continuous improvement and learning new tools, technologies, and practices