Senior QA Engineer

This role is a Senior QA/Test Engineer specializing in Amazon Connect and contact center technology, responsible for designing and executing comprehensive test strategies across contact flows, routing, IVR/self-service, and AI-driven conversational agents. They validate legacy-to-Connect migrations, build and maintain manual and automated test suites (Playwright, Cypress, Selenium) spanning UI, API, and serverless backend components, and ensure production readiness through cutover validation, monitoring verification, and incident triage. Beyond hands-on testing, they partner with engineers to shift quality left, run UAT sessions with customer stakeholders, and contribute reusable test assets and mentorship to strengthen Caylent's contact center QA practice.

• Design and execute test strategies for Amazon Connect implementations covering contact flows, routing logic, IVR/self-service, Cases/Tasks workflows, and Contact Lens configurations
• Build test plans that validate AI agent behavior: intent recognition accuracy, escalation paths, barge-in/fallback handling, hallucination guardrails, and multilingual/SSML voice interactions
• Validate legacy-to-Connect migrations (i.e. Avaya, Genesys, Connect, NICE) through parallel-run testing, flow conversion verification, and data migration validation
• Define and track quality metrics (defect density, test coverage, escape rate) and report on release readiness to delivery leads and customer stakeholders

• Build and maintain manual and automated test suites: Playwright E2E and API tests, Cypress, Selenium, integration tests against live Amazon Connect instances, and end-to-end tests of Amazon connect call flows.
• Test custom Agent Workspace experiences (Amazon Connect, Agent Assist) 
• Validate serverless, event-driven backends (Lambda, EventBridge, Step Functions, SQS/SNS, DynamoDB, Kinesis) with integration and contract tests

• Execute phased rollout and cutover validation for live contact centers, where testing gaps translate directly into missed calls and customer impact
• Verify monitoring and alerting coverage (CloudWatch metrics, alarms, dashboards) across voice, chat, tasks, queues, agents, Lambda, and AI agents prior to go-live
• Participate in production incident triage, reproducing defects and validating fixes across the contact center stack
• Perform security and compliance validation: least-privilege IAM checks, DevSecOps scan review, and encryption standard verification

• Partner with engineers during development to shift testing left: pairing on test design, reviewing acceptance criteria, and flagging risk areas early
• Run UAT sessions with customer stakeholders, triage findings, and drive defects to resolution ahead of production cutovers
• Contribute reusable test assets (automated suites, test data sets, QA checklists) back to the CXE practice
• Mentor junior QA engineers on contact center testing patterns and Caylent's quality standards

• 8+ years of QA/test engineering experience, including 1+ years testing contact center, CCaaS, or IVR/voice platforms
• Hands-on experience with Amazon Connect or a comparable CCaaS platform: contact flows, routing, Cases/Tasks, and reporting
• Proficiency with automated testing frameworks (Playwright E2E and API tests, Cypress, Selenium) for unit, integration, and E2E testing
• Experience testing serverless/event-driven AWS architectures (Lambda, API Gateway, DynamoDB, Step Functions)
• Working knowledge of conversational AI / voice testing considerations: intent accuracy, latency, fallback behavior
• Strong defect documentation and triage skills; comfortable running UAT sessions with business and technical stakeholders
• Familiarity with CI/CD pipelines (GitHub Actions) and integrating automated tests into deployment workflow

• Contact center migration testing experience (i.e. Avaya, Genesys, Connect, NICE)
• Experience with AI observability/trace validation (agent spans, token/cost attribution) or accessibility engineering
• AWS certifications (Solutions Architect, Developer, or ML/Connect-relevant Specialty)
• Contact center operations fluency: Quality management, outbound compliance, and CX KPIs
• Consulting or client-delivery background