Bilingual Contact Centre Tester / QA

Title :Bilingual Contact Centre Tester / QA
Duration: 6 Months 
Mode : Remote

Introduction

We are seeking experienced bilingual QA Testers to join a large-scale Contact Centre Transformation program. The role requires expertise in various testing methodologies and bilingual proficiency in English and French to test customer interactions in both languages.

Required Skills & Qualifications

• 5 years of QA or software testing experience.
• Bilingual proficiency in English and French, with strong written and verbal communication skills in both languages.
• Strong experience with functional, integration, regression, system, SIT, UAT, and end-to-end testing.
• Experience creating test plans, test scenarios, test cases, test scripts, test evidence, and defect reports.
• Experience testing APIs, enterprise applications, digital platforms, or integrated systems.
• Strong defect-management and troubleshooting skills.
• Experience working in Agile delivery environments.
• Ability and willingness to learn Amazon Connect and other CCaaS technologies.

Preferred Skills & Qualifications

• Contact Centre or IVR testing experience.
• Hands-on exposure to Amazon Connect or another CCaaS platform.
• Experience testing call flows, routing, queues, prompts, DTMF, call transfers, and Contact Centre integrations.
• Cyara or similar Contact Centre automation-testing experience.
• Conversational AI, chatbot, or Amazon Lex testing experience.
• Contact Centre migration or modernization experience.
• AWS cloud experience.
• Banking or financial services experience.
• Experience with Genesys, Avaya, NICE, Cisco, or similar Contact Centre platforms.

Day-to-Day Responsibilities

• Perform end-to-end testing across Contact Centre, IVR, voice, chat, routing, and Agent Desktop solutions.
• Validate English and French customer journeys, prompts, menus, messages, and voice interactions.
• Test Contact Flows, queues, routing profiles, skills-based routing, call transfers, prompts, DTMF, and call-handling scenarios.
• Perform functional, integration, regression, system, SIT, and UAT testing.
• Test Amazon Lex, chatbot, and conversational AI functionality, including intents, utterances, slots, and responses.
• Validate integrations between Amazon Connect, AWS services, APIs, and enterprise applications.
• Develop and maintain test plans, test cases, test scripts, traceability matrices, test evidence, and execution reports.
• Perform automated IVR and Contact Centre testing using Cyara or similar tools, where applicable.
• Validate voice, chat, routing, call recording, reporting, and Agent Desktop functionality.
• Review CloudWatch logs and other monitoring tools to help troubleshoot defects.
• Log, track, prioritize, and manage defects through resolution.
• Support testing during the migration from legacy Contact Centre platforms to Amazon Connect.
• Collaborate with developers, architects, business analysts, product owners, and QA teams throughout the delivery lifecycle.

Company Benefits & Culture

• Opportunities for training and upskilling in CCaaS and Amazon Connect technologies.
• Dynamic and collaborative work environment.
• Open and flexible rate based on the candidate’s experience due to the urgency of the requirement.

For immediate consideration please click APPLY to begin the screening process with Alex.