We are seeking a detail-oriented and highly skilled

QA Engineer to join our growing team, focused on

Contact Center and IVR (Interactive Voice Response)

systems. You will be responsible for ensuring the reliability, functionality, and usability of our telephony applications and IVR workflows through meticulous testing, automation, and collaboration with cross-functional teams.

Key Responsibilities

- Design, develop, and execute manual and automated test cases for contact center technologies including IVR, ACD, CTI, voicebots, and call routing systems.

- Collaborate with developers, product managers, and business analysts to understand system requirements and define QA scope.

- Validate call flows, voice prompts, and DTMF/touch-tone interactions using tools such as Genesys, Avaya, Cisco UCCE, or Amazon Connect.

- Perform end-to-end testing including IVR backend integrations with CRMs, databases, and ticketing systems.

- Monitor and report defects, working closely with development teams to resolve issues and improve system quality.

- Execute load and performance testing for voice systems to ensure scalability and uptime.

- Maintain test documentation, including test plans, cases, and results.

Required Qualifications





- 4+ years of experience in Quality Assurance, with a focus on contact center or telephony systems.

- Hands-on experience with IVR testing tools and platforms (e.g., Cyara, Hammer, Empirix, Twilio).

- Familiarity with telephony protocols (SIP, RTP), call routing logic, and audio prompt validation.

- Working knowledge of QA automation frameworks and scripting (Python, JavaScript, or equivalent).

- Experience with bug tracking and test management tools (e.g., Jira, TestRail).

- Excellent communication and problem-solving skills.

Preferred Qualifications

- Experience with cloud contact center solutions (e.g., Amazon Connect, Genesys Cloud, NICE inContact).

- ISTQB or similar QA certification.

- Understanding of speech recognition and TTS (Text-to-Speech) systems.

- Familiarity with Agile/Scrum methodologies.

Why Join Us?

At Unified Consultancy Services, we’re revolutionizing digital experiences for customer engagement and support. As part of our QA team, you’ll play a vital role in shaping next-gen IVR systems and ensuring top-tier user satisfaction.

📌 QA Engineer – Contact Center IVR (Haryana)
🏢 Unified Consultancy Services
📍 Haryana