Shyftlabs21d ago

Amazon Connect QA Tester (Voice & Chat)

NoidaFull-Timemid

OtherQa Tester

2 views0 saves0 applied

Apply Now

Quick Summary

Overview

Position Overview: We are looking for a Mid-Level Tester with strong knowledge of Amazon Connect to validate and ensure the quality of our cloud-based contact center solutions.

Technical Tools

awsdynamodbjavascriptpythonreactsalesforceagile

Test and validate Amazon Connect contact flows for both voice and chat channels.

Verify correct functioning of IVR prompts, menu navigation, routing rules, and agent transfers.

Validate chat workflows, including chat initiation, agent assignment, and session handling.

Test contact attributes and session attributes to ensure proper data flow across interactions.

Verify queue routing, priority handling, and escalation scenarios.

Validate behavior during timeouts, disconnections, fallback flows, and error scenarios.

Perform end-to-end testing of customer interaction journeys, including:

IVR navigation
Queue routing
Agent connection
Chat interactions
Routing Profiles
Security Profiles
HOOP
Lex Bots
QinConnect
AI Agents
Validate integration between Amazon Connect, Lambda functions,Frontend and backend systems.
Ensure correct data exchange between contact flows and external systems.

Support validation of integrations with AWS services commonly used with Amazon Connect, such as:

AWS Lambda
API Gateway
DynamoDB
S3
CloudWatch
Review logs and system behaviour to help identify and troubleshoot issues during testing.
Verify API responses and backend data consistency during interactions.

Test customer-facing and agent-facing web applications used for voice or chat interactions.

Validate UI functionality related to chat sessions, agent workflows, and interaction controls.

Identify usability issues that may affect customer or agent experience.

Create and maintain test cases, test scenarios, and test plans.

Execute functional, integration, and regression testing cycles.

Document defects clearly and collaborate with developers to resolve them.

Provide test evidence and quality reports for releases.

Bachelor’s degree in Computer Science, Engineering, or related field.

3–6 years of experience in software testing.

Hands-on experience testing Amazon Connect voice or chat solutions.

Strong troubleshooting and analytical skills.

Hands-on experience with Amazon Connect implementations.

Strong understanding of:

Contact flows
IVR routing logic
Voice and chat workflows
Contact attributes and session attributes
Queue and agent routing behaviour Routing Profiles
Security Profiles
HOOP
Lex Bots

Experience testing AI-powered conversational flows within Amazon Connect and Amazon Lex, including validation of natural language understanding (NLU) accuracy, intent recognition, and slot-filling behavior across diverse customer inputs.

Familiarity with testing Amazon Q in Connect (AI Agent assist), including validating real-time agent recommendations, knowledge base responses, and the accuracy of AI-generated suggestions surfaced during live voice and chat interactions.

Ability to design test cases that cover edge cases in conversational AI — ambiguous inputs, fallback handling, multi-turn dialogue context, and language variations — ensuring the bot degrades gracefully and escalates to a human agent when appropriate.

Experience validating the end-to-end AI interaction flow, from customer utterance through Lex NLU processing, Lambda fulfillment, and response delivery via Amazon Connect — confirming correct data passing, session attributes, and response latency.

Understanding of how to evaluate AI response quality, including relevance, tone, and accuracy against a defined knowledge base or FAQ source, and the ability to flag hallucinations or off-topic responses.

Experience performing:

Functional testing
Integration testing
End-to-end workflow testing
Regression testing
Experience testing contact center or AI powered IVR platforms is highly desirable.

Familiarity with AWS services commonly used with Amazon Connect: