Key Responsibilities:
* Execute testing for IVR call flows, prompts, DTMF inputs, and routing logic
* Perform end-to-end validation across IVR, APIs, and backend systems
* Analyze logs and system behavior to identify and troubleshoot defects
* Collaborate with QA, development, and business teams for issue resolution
* Perform regression testing, UAT, and production validation
* Validate AWS Connect contact flows, routing profiles, and call handling logic
* Test integration of AWS Connect with APIs, backend systems, and data sources
* Verify call recordings, transcripts, and Contact Trace Records (CTR)
* Perform testing of AWS Connect components such as queues, agents, and routing scenarios
* Analyze AWS Connect logs and monitor performance for defects and issues
Required Skills & Qualifications:
* 1-3 years of QA testing experience in IVR/telecom domain- Jr Level
* 3+ years of QA testing experience in IVR/telecom domain- Mid Level
* 7+ years of QA testing experience in IVR/telecom domain - Sr Level
* Strong understanding of IVR systems, call flows, and telephony concepts
* Experience with API testing (REST services, Postman)
* Strong SQL skills for data validation
* Experience with Python (automation or scripting)
* Experience with tools like Jira and Qtest
* Healthcare domain knowledge is mandatory, including: Claims processing, Member (eligibility and enrollment), Authorization workflows
* Hands-on experience with IVR testing tools (Cyara)
* Experience with contact center platforms (AWS Connect, Genesys)
* Strong communication and collaboration skills
* Detail-oriented with a strong quality mindset
* Experience working in Agile/Scrum environments
* Ability to work independently in a fast-paced environment
* Good AI Agentic experience in creating Agents(Mid and Sr level)
Good to Have:
* Experience with TOSCA Test Suite
* Experience with Playwright automation
Maintain testing artifacts in Qtest and JIRA
