IVR QA Engineer - R01566923

About Brillio

Brillio is one of the fastest growing digital technology service providers and a partner of choice for many Fortune 1000 companies seeking to turn disruption into a competitive advantage through innovative digital adoption. Brillio is known for its world‑class professionals, referred to as “Brillians”, who seamlessly integrate cutting‑edge digital and design‑thinking skills with an unwavering dedication to client satisfaction. Brillio is an employer of choice, consistently attracting exceptional talent through a focus on contemporary technologies and exclusive digital projects.

The company has earned Great Place to Work® certification year after year.

Title: IVR QA Engineer (Associate SDET).
Location: Remote / Hybrid (Coppell, TX/NY/CA).
Experience: 8+ years. The role involves validating and ensuring the quality of contact centre solutions built on Amazon Connect and related technologies. Responsibilities include testing IVR flows, voice and chatbot interactions, backend integrations, and ensuring seamless customer experience across channels.

• Validate IVR call flows, routing logic, and customer journeys.
• Perform end-to-end testing of inbound, outbound, and callback flows.
• Test voice, chat, and self‑service interactions for accuracy and usability.
• Test integrations between Amazon Connect, AWS services, and backend systems.
• Validate APIs, Lambda functions, and data flows across systems.
• Ensure correct handling of user inputs, fallback scenarios, and edge cases.
• Design detailed test cases, scenarios, and test data.
• Execute functional, regression, system, and integration testing.
• Perform smoke and sanity testing during releases.
• Develop and maintain test automation scripts where applicable.
• Use tools such as Cyara, Selenium, or API testing frameworks for validation.
• Support test automation for IVR and conversational flows.
• Identify, log, track, and retest defects.
• Work closely with developers and business analysts for issue resolution.
• Prepare test reports, status updates, and quality metrics.
• Ensure high‑quality delivery aligned with business requirements.
• Validate compliance with security and data standards.
• Participate in UAT support and production validation.

• 3–8 years of experience in QA or testing roles.
• Hands‑on experience in IVR / Contact Center testing.
• Experience with Amazon Connect or similar platforms.
• Strong understanding of call flows, routing, and telephony concepts.
• Experience with API testing and backend validation.
• Knowledge of AWS services (Lambda, S3, API Gateway, Cloud Watch).
• Experience in test case design, execution, and defect tracking.
• Strong understanding of SDLC, STLC, and Agile methodologies.

• Experience with testing tools such as Cyara, Hammer, or similar IVR testing tools.
• Exposure to chatbot/voice bot testing (Amazon Lex or equivalent).
• Experience in automation frameworks (Selenium, REST Assured, etc.).
• Knowledge of contact centre platforms like Avaya or Genesys.
• Familiarity with CI/CD and Dev Ops testing practices.

• Strong analytical and problem‑solving abilities.
• Good communication and stakeholder coordination skills.
• Attention to detail and quality mindset.
• Ability to work in fast‑paced, Agile environments.

Brillio is an equal opportunity employer to all, regardless of age, ancestry, colour, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding, and related medical conditions), and sexual orientation.