We need testers to run endtoend scenario testing on the customerfacing channels The tester will place real calls and start real chat sessions follow defined test scenarios and confirm that routing selfservice flows and case Management flow
Key Responsibilities
Voice testing Make inbound test calls and check IVR menus prompts selfservice flows routing and handovers against the test scenarios
Chat testing Start chat sessions and check bot conversations intents responses escalation to agents and routing
Execution and reporting Run the assigned test cases record results and evidence screenshots call and chat IDs timestamps and log clear reproducible defects in Jira
Retesting and regression Retest fixed defects and run regression cycles before releases
Market coverage Run scenarios in Spanish for Latin American LAM and NAM markets when needed
Support during NAMLAM time zones
Flexibility Move to Case Management testing if the project needs more capacity there
MustHave
Proven experience in functional or UAT testing
Ability to follow scenario based test cases carefully and spot unexpected behavior
Clear structured defect reporting ideally in Jira
Fluent English spoken and written
Reliable detail oriented and comfortable with repetitive execution
Amazon Connect experience
Previous testing experience with contact centers IVR or chatbots
Knowledge of CRM or case management tools which helps if the tester moves to Case Management