Key Responsibilities
Amazon Connect, IVR & Telephony Testing ● Design and execute functional, integration, regression and UAT test scenarios for Amazon Connect contact centers and complex IVRs. ● Translate Lucidchart/Visio IVR flow diagrams and requirements in detailed test scripts, ensuring complete branch/path coverage. ● Test DTMF, speech/ASR, Amazon Lex, self-service journeys, authentication, ANI lookup, error/timeout handling, transfer, escalation and callback scenarios. ● Validate routing profiles, queues, skills, priorities, agent state hold/transfer/whisper flows, quick connects and supervisor functionalit ● Test telephony fundamentals including PSTN/DID/toll-free, IVR, ACD, WebRTC, SIP, call recording and transcription. ● Validate Amazon Connect Agent and Supervisor workspaces and use the Amazon Connect Endpoint Test Utility where applicable. AWS, API & Salesforce Integration Testing ● Test integrations across AWS Lambda, DynamoDB, S3, Amazon Lex, Contact Flows, Contact Lens and CloudWatch using the AWS Console and Amazon Connect Admin workspace. ● Perform end-to-end API testing across Amazon Connect, Salesforce and third-party systems using Postman, SoapUI, REST-assured or similar tools. ● Validate REST/SOAP requests and responses, schemas, data mapping, authentication, error handling, timeouts and fallback scenarios. ● Test Salesforce Service Cloud Voice (SCV) integrations including CTI controls, Omni-Channel, screen pops, Voice Call records, agent states and real-time transcription. Chat, AI & Omnichannel Testing ● Test Amazon Connect Chat and omnichannel customer journeys. ● Validate conversational and Generative AI experiences using Amazon Q in Connect, Amazon Bedrock, Amazon Lex, Salesforce Agentforce or similar platforms. ● Test intent recognition, conversational flows, context, knowled grounding,



agent assist, generated responses, escalation/handoff and fallback scenarios. ● Evaluate AI responses for accuracy, relevance, hallucinations and appropriate guardrails. Test Data, Coordination & Delivery ● Source, prepare and map test data to individual test scenarios and maintain clear scenario-to-data traceability. ● Coordinate with clients, business teams, developers, architects and multiple vendors to understand E2E business processes and dependencies. ● Lead defect triage and track issues through closure with clear evidence, logs, recordings and reproduction steps. ● Prepare test execution reports, quality metrics, test evidence and release/go-no-go recommendations. Automation & Performance Testing ● Experience with IVR automation tools such as Cyara, Empirix Hammer, Bespoken, Operata or similar. ● Support API, voice and chat test automation and CI/CD-based continuous testing. ● Experience planning and executing load/performance testing using JMeter, LoadRunner, NeoLoad or equivalent tools is desirable. Must-Have Skills & Experience ● 5+ years of overall QA/testing experience, including 3+ years in contact center, CTI, IVR, telephony or cloud contact center platforms. ● Strong hands-on Amazon Connect testing experience, preferably with complex IVR and self-service implementations. ● Proven ability to read Lucidchart/Visio IVR designs and independently convert them into comprehensive functional test scripts.



● Strong understanding of IVR, ACD/routing, DTMF, ASR, PSTN, DID/toll-free, call recording and transcription. ● Hands-on experience with Amazon Connect Admin workspace and AWS Console, including Lambda, DynamoDB, S3, Lex and Contact Flows. ● Experience testing Amazon Connect Agent/Supervisor workspace and Chat. ● Experience with Amazon Q in Connect, Amazon Bedrock, Amazon Lex or other conversational/Generative AI platforms. ● Strong API and integration testing experience using Postman, SoapUI, REST-assured or equivalent. ● Experience with Salesforce Service Cloud Voice / CTI / Omni-Channel is highly desirable. ● Strong test planning, test case design, regression testing, defect management and release readiness experience. ● Experience with Jira, qTest, QMetry, TestRail, Zephyr or equivalent test management tools. Good-to-Have ● Experience with Cyara, Empirix Hammer or other IVR automation tools. ● Load, performance and/or security testing experience. ● Experience validating Generative AI quality, hallucinations, grounding and guardrails. ● Salesforce SOQL/reporting, Amazon Connect metrics, Contact Lens and CloudWatch experience. ● Multi-language IVR/chat testing. ● Experience with Genesys, Cisco, Avaya, Twilio or other contact center platforms. What You'll Bring ● Strong analytical and problem-solving skills with a quality engineering mindset. ● Ability to work independently in complex, multi-vendor consulting environments. ● Robust communication and stakeholder management skills. ● Ability to identify gaps in requirements, test data, integrations and E2E business processes. ● Ability to clearly communicate quality risks and provide data-driven release readiness recommendations.

📌 Salesforce & IVR QA Engineer (Jaipur)
🏢 Nlineaxis IT Solutions
📍 Jaipur