Responsible for ensuring reliability and performance of IVR workflows and contact centre applications through manual and automated testing.
We are supporting a leading financial services organization on a large-scale Contact Centre transformation initiative, with a focus on Amazon Connect and IVR modernization.
Reporting to the QA Manager, this role is responsible for ensuring the reliability, performance, and accuracy of IVR workflows, call routing logic, and contact centre applications through a mix of manual and automated testing.
Employment Type: 6-month contract (extension possible)
Location: Toronto, ON - Remote
What You'll Do:
- Design, develop, and execute test strategies and test cases for IVR and contact centre applications.
- Perform end-to-end testing of call flows, routing logic, and customer journeys within Amazon Connect.
- Build and maintain automation frameworks for API, backend, and IVR testing.
- Validate integrations between Amazon Connect and downstream systems (CRM, APIs, databases).
- Conduct functional, regression, and integration testing across contact centre platforms.
- Analyze call logs, system behavior, and test results to identify defects and root causes.
- Collaborate with developers, product owners, and business stakeholders to ensure quality delivery.
- Support release cycles, including test planning, execution, and defect tracking.
Requirements
- 5+ years of experience in QA / Quality Engineering, with a focus on test automation.
- Hands-on experience in IVR / Contact Centre testing for Amazon Connect.
- Experience with test automation tools (e.g., Selenium, API testing tools).
- Solid understanding of call flows, routing logic, and IVR systems.
- Experience with performance or load testing for contact centre systems.
- Knowledge of CI/CD pipelines and test automation integration.
- Experience working in Agile / Scrum environments.
- Financial Services or regulated industry experience.
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