Quality Analyst Associate Engineer

As a Quality Analyst, you will play a crucial role in ensuring the quality and reliability of our contact center solutions across multiple communication channels. You will be responsible for testing and validating IVR systems and chat implementations workflows to deliver exceptional customer experiences. This role offers an excellent opportunity to develop expertise in contact center technologies while working with cutting-edge AWS services and industry-leading clients.

Quality Assurance & Testing

• Execute comprehensive test plans for IVR systems, including call flow validation, DTMF input testing, and speech recognition accuracy
• Perform end-to-end testing of chat implementations across web, mobile, and messaging platforms
• Validate email routing, auto-response systems, and template rendering across different email clients
• Conduct functional testing of Amazon Connect contact flows, queues, and routing strategies
• Test integration points between contact center platforms and CRM systems, knowledge bases, and third-party applications
• Verify agent desktop functionality, including screen pops, call controls, and presence management
• Execute regression testing for system updates and new feature deployments

Test Planning & Documentation

• Assist in developing detailed test cases and test scripts for multi-channel contact center implementations
• Create and maintain test data sets for various customer interaction scenarios
• Document test results, defects, and issues in tracking systems with clear reproduction steps
• Prepare test execution reports and quality metrics for project stakeholders
• Maintain test case repositories and ensure documentation stays current with system changes
• Contribute to test automation frameworks for repetitive testing scenarios

Channel-Specific Testing

• IVR Testing: Validate menu navigation, voice prompts, call transfers, and self-service transactions
• Chat Testing: Test chat widget functionality, agent assignment, canned responses, and conversation history
• Test omnichannel customer journeys ensuring seamless transitions between channels
• Validate customer context preservation across different interaction channels
• Ensure compliance with accessibility standards across all customer touchpoints

User Experience Testing

• Perform usability testing to ensure intuitive customer experiences
• Test failover scenarios and disaster recovery procedures
• Verify system behavior under edge cases and error conditions

Collaboration & Continuous Improvement

• Work closely with development teams to understand technical implementations and testing requirements
• Collaborate with business analysts to ensure test coverage aligns with business requirements
• Participate in daily stand-ups and sprint planning sessions
• Provide feedback on system design from a quality perspective
• Assist in user acceptance testing (UAT) coordination with client teams
• Support production deployment validation and post-implementation monitoring

• 0-2 years of experience in software testing or quality assurance
• Basic understanding of testing methodologies and QA best practices
• Strong analytical and problem-solving skills
• Excellent attention to detail and ability to identify edge cases
• Good written and verbal communication skills
• Ability to work independently and as part of a team
• Adaptability to changing project requirements