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 of IVR and self-service journeys, encompassing DTMF, speech/ASR, authentication, transfers, callbacks, and error/timeout scenarios.

• Assess 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 to validate requests, responses, data mapping, error handling, and integrations.

• Aid in the investigation of issues across Amazon Connect, AWS, Salesforce, and third-party systems.

• Test integrations between Amazon Connect and Salesforce Service Cloud Voice, including CTI, screen pops, Voice Call records, and Omni-Channel capabilities.

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

• Prepare test data, document and retest defects using tools like Jira, and engage in defect triage.

• Support SIT, regression, UAT, release readiness, automation, performance, and load testing activities.

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

⛳️ Requirements

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

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

• Basic comprehension of test case development, test execution, defect management, and QA processes.

• Fundamental knowledge of APIs and practical experience with Postman or similar tools.

• Basic understanding of cloud concepts, preferably AWS.

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

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

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

• Familiarity with Salesforce or Service Cloud is a plus.

• Experience with Jira, TestRail, QMetry, Zephyr, or comparable QA tools is a plus.

• Familiarity with SQL and basic data validation is a plus.

• Exposure to QA automation or scripting using Java, JavaScript, Python, or similar is a plus.

• Strong analytical and problem-solving abilities.

• Excellent communication and documentation skills.

🏝️ Benefits

• Options for remote work.

• Flexible working arrangements.

• Potential travel opportunities, with an expected travel commitment of up to 25% for certain roles.

• Company town halls and meetings.

• Team celebrations and social events.