Associate QA Consultant, Amazon Connect – Contact Center QA

This is a fully remote position, open to applicants in India.

📋 Description

• Assist in the testing of Amazon Connect Contact Flows, queues, routing, and agent workflows.

• Conduct functional testing for IVR and self-service journeys, which include DTMF, speech/ASR, authentication, transfers, callbacks, and error/timeout scenarios.

• Ensure validation of agent and supervisor experiences across both voice and digital channels.

• Carry out basic testing of AWS services such as Lambda, DynamoDB, S3, Lex, and CloudWatch.

• Perform API testing using Postman, validating requests, responses, data mapping, error handling, and integrations.

• Investigate issues across Amazon Connect, AWS, Salesforce, and third-party systems.

• Assist in testing integrations between Amazon Connect and Salesforce Service Cloud Voice.

• Test agent workflows, CTI, screen pops, Voice Call records, Omni-Channel, and Amazon Connect Chat.

• Develop and execute test scenarios and test cases based on requirements, user stories, and process flows.

• Prepare and manage test data effectively.

• Log, track, and retest defects using Jira or similar tools.

• Participate in defect triage and support SIT, regression, UAT, and release readiness activities.

• Assist in QA automation, API automation, CI/CD-based testing, and basic performance/load testing.

• Collaborate with experienced QA consultants, developers, architects, and business stakeholders.

⛳️ Requirements

• 1–2 years of QA/testing experience or at least 6 months of paid QA internship experience.

• Solid understanding of software testing fundamentals, including functional, regression, integration, and end-to-end testing.

• Basic knowledge of test case creation, test execution, defect management, and QA processes.

• Fundamental knowledge of APIs with hands-on experience in Postman or similar tools.

• Basic understanding of cloud concepts, preferably AWS.

• Ability to interpret business requirements and translate them into test scenarios.

• Eagerness to learn about Amazon Connect, Contact Center, Salesforce, AWS, and AI-based technologies.

• Familiarity with Amazon Connect or other Contact Center/CTI platforms is advantageous.

• Basic understanding of IVR and telephony concepts is a plus.

• Experience with Salesforce or Service Cloud is beneficial.

• Familiarity with Jira, TestRail, QMetry, Zephyr, or similar QA tools is advantageous.

• Exposure to SQL and basic data validation is beneficial.

• Experience in QA automation or scripting using Java, JavaScript, Python, or similar languages is a plus.

• Familiarity with testing tools such as Cyara, Empirix Hammer, Bespoken, or similar is advantageous.

• Basic understanding of Generative AI, conversational AI, or chatbot testing is a plus.

• Strong analytical and problem-solving abilities.

• Good communication and documentation skills.

• Ability to work effectively with QA, development, architecture, and business teams.

• Keen attention to detail and a quality-focused mindset.

• Capability to troubleshoot issues across multiple systems.

🏝️ Benefits

• Options for remote work.

• Flexible work culture and hours.

• Potential travel commitment of up to 25% for specific roles.

• Company town halls and meetings.

• Team celebrations and social events.