Forward Deployed QA Engineer, Voice & IVR

Forward Deployed Engineer, Voice and IVR Quality ContextQA · Forward Deployed Engineering Location: India, remote Deployment: Embedded in partner and customer delivery teams This is not a manual test execution role. You will be deployed into an enterprise contact center program, take over a regression cycle that currently consumes thousands of manual calls per release, and automate it. You will be the person on the ground who reads the call flow, derives the coverage, builds the harness, and hands back an evidence trail the delivery owner can sign off against. Why this role exists Enterprise voice programs are still tested by hand. A single Amazon Connect or Genesys deployment carries hundreds of decision paths, dozens of caller personas, authenticated and unauthenticated experiences, and separate speech and DTMF branches. Teams execute two to three thousand test cases once, then redeploy and cannot afford to run them again. Shared instances across multiple lines of business mean one release quietly breaks another team's flows. What you will own - Coverage derivation from call flow design. Read contact flow diagrams in Lucidchart or Visio and derive complete decision path coverage, including negative branches, authentication failure paths, timeout and fallback behaviour, and prompt variation by caller persona. - Test case authoring at scale. Produce and maintain suites in the thousands, structured so a delivery team can read them: description, step, input, expected outcome, notes. Version them so the same suite survives the next platform release. - Headless execution. Move regression off manual dialling. Invoke contact flows directly by ID, drive Lambda and third party endpoint calls, validate request and response payloads, and pull contact trace records as the execution evidence. - Speech and DTMF validation. Certify both paths. Recognition accuracy, prompt playback correctness, barge in, inter digit timing, transfer and queue behaviour, agent whisper and screen pop where in scope. - Cross line of business regression. Build the suite that catches one business unit breaking another on a shared instance, and get it running on every deployment rather than once per go live. - Evidence and sign off. Produce release readiness reporting that a project manager, solution architect or delivery owner can act on directly, with per scenario traces and clear failure clustering. - Efficiency case studies. Document what the automation replaced in hours and risk exposure, in a form that presents to executive stakeholders at the close of each engagement. Must have - Four or more years testing enterprise contact center and IVR systems in live production programs, not POCs. - Hands on with at least one cloud contact center platform. Amazon Connect strongly preferred. Genesys Cloud or Engage, Cisco UCCE or UCCX, Avaya, Twilio Flex, or Salesforce Service Cloud Voice also qualify. - Hands on with at least one voice test automation platform. Empirix Hammer, Cyara, Spearline, or a comparable commercial suite. You should be able to speak to where these tools stop being worth the effort. - Both speech and DTMF path validation. ASR grammar behaviour and digit collection, not one or the other. - Fluent reading of call flow diagrams. You can take a Lucid or Visio flow with no walkthrough and come back with the coverage gaps. - Scripting ability, Python preferred. Your first instinct when a task repeats should be to automate it, and you should be able to do that without waiting on an engineer. - API and backend validation. REST request and response verification, Lambda or equivalent serverless invocation, log based evidence gathering. - Delivery fluency. You know the QA vocabulary and ceremony well enough to slot into an existing project structure and work with a project manager, solution architect or delivery owner without translation overhead. Strongly preferred - Amazon Connect internals: contact flow IDs, contact attributes, Lex bot integration, generative and NLP features in the flow, contact trace record analysis, Connect test contact flows. - Working inside privileged access environments such as CyberArk, where credentials are short lived and test execution has to be designed around that constraint. - Shared multi tenant or multi line of business instances, where regression scope crosses team boundaries. - Salesforce Service Cloud Voice, Agentforce, or Amazon Bedrock agents in a contact center context. - Prior experience replacing or materially reducing dependency on a legacy voice test tool. - Telephony fundamentals: SIP, carrier and DID routing, call recording and quality troubleshooting. Not a fit if - Your experience is manual test execution and you expect the automation to be built by someone else. - You have tested web and mobile applications but never a voice or telephony system. Voice failure modes do not transfer from UI testing. - You need a fully specified test plan handed to you. On this engagement the flow diagram is the specification and you write the plan. - You want a pure product engineering role. This is field work inside someone else's program, with their constraints and their deadlines.