Posted May 12, 2026
Amazon Connect & IVR Testing
Design and execute comprehensive test plans for Amazon Connect contact flows (DTMF/ASR), including native testing for automated flow validation using the Amazon Connect Endpoint Test Utility to verify WebRTC support and network connectivity. - Test CloudFormation stacks, Lambda integrations, Amazon Lex bots, call center routing rules (skill, queue, priority, time-of-day), outbound dialers, and campaign management pipelines. - Validate omni-channel routing across voice, chat, SMS, and email channels; verify Contact Control Panel (CCP), agent availability states, whisper flows, hold/transfer/escalation/callback scenarios, and supervisor monitoring tools. - Test voice user interfaces (VUI) and advanced IVR systems; validate conversational flows for text-based bots (Web, Facebook Messenger, WhatsApp, etc.). - Test Agentic AI and Natural Language Understanding (NLU) systems from AWS and Salesforce including Agentforce, Bedrock, Amazon Lex, Google DialogFlow, or similar conversational platforms; craft test cases covering user experience and persona across all interaction channels. - Validate API integrations using Postman across Amazon Connect, Salesforce CRM (Service Cloud), and WFM platforms; test communications protocols including WebRTC and SIP; apply testing proficiency for AWS Lambda, S3, DynamoDB, and IAM in managing test environments.
Elicit requirements and define load and performance test scope; plan, script, execute, and analyze tests using JMeter, LoadRunner, or NeoLoad; leverage VUGen, Analysis, and Controller modules with deep scripting expertise. - Develop and maintain automated test frameworks and CI/CD pipelines using Jenkins, GitLab CI/CD, or CodeDeploy for continuous validation of Amazon Connect deployments; SQL and AWS cloud platform knowledge required. - Execute performance tests for web and web service applications with high transaction rates; generate comprehensive report summaries covering system resource trends, load metrics, and bottleneck analysis. - Experience with Bespoken, Operata, Cyara, Hammer or any other IVR Automation tools
Reporting, Collaboration & Contact Center Domain
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