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 workplace.
- 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.

📌 Bilingual Contact Centre Tester / QA (Ontario)
🏢 Artech
📍 Ontario