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