Senior QA Consultant, Amazon Connect – Contact Center QA

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

📋 Description

• Design and implement functional, integration, regression, and UAT test scenarios for Amazon Connect contact centers and intricate IVR systems.

• Convert Lucidchart/Visio IVR flow diagrams and specifications into detailed test scripts ensuring comprehensive branch/path coverage.

• Evaluate DTMF, speech/ASR, Amazon Lex, self-service journeys, authentication, ANI lookup, error/timeout handling, transfer, escalation, and callback scenarios.

• Verify routing profiles, queues, skills, priorities, agent statuses, hold/transfer/whisper flows, quick connects, and supervisor functionalities.

• Assess PSTN/DID/toll-free, IVR, ACD, WebRTC, SIP, call recording, and transcription.

• Validate Amazon Connect Agent and Supervisor workspaces and utilize the Amazon Connect Endpoint Test Utility when necessary.

• Test integrations involving AWS Lambda, DynamoDB, S3, Amazon Lex, Contact Flows, Contact Lens, and CloudWatch.

• Conduct end-to-end API testing across Amazon Connect, Salesforce, and third-party systems.

• Validate REST/SOAP requests and responses, schemas, data mapping, authentication, error handling, timeouts, and fallback scenarios.

• Test Salesforce Service Cloud Voice integrations, covering CTI controls, Omni-Channel, screen pops, Voice Call records, agent statuses, and real-time transcription.

• Assess Amazon Connect Chat and omnichannel customer journeys.

• Validate conversational and Generative AI experiences using Amazon Q in Connect, Amazon Bedrock, Amazon Lex, Salesforce Agentforce, or similar platforms.

• Evaluate AI responses for accuracy, relevance, hallucinations, and adherence to guardrails.

• Prepare and map test data while maintaining scenario-to-data traceability.

• Collaborate with clients, business teams, developers, architects, and vendors on E2E processes and dependencies.

• Lead defect triage and manage issues through to resolution with evidence, logs, recordings, and reproduction steps.

• Generate test execution reports, quality metrics, test evidence, and release/go-no-go recommendations.

• Assist in API, voice, and chat test automation as well as CI/CD-based continuous testing.

• Plan and carry out load/performance testing where relevant.

⛳️ Requirements

• Over 5 years of overall QA/testing experience, including at least 3 years in contact center, CTI, IVR, telephony, or cloud contact center platforms.

• Extensive hands-on testing experience with Amazon Connect, particularly in complex IVR and self-service implementations.

• Capability to interpret Lucidchart/Visio IVR designs and transform them into detailed functional test scripts.

• Strong knowledge of IVR, ACD/routing, DTMF, ASR, PSTN, DID/toll-free, call recording, and transcription.

• Practical experience with the Amazon Connect Admin workspace and AWS Console, including Lambda, DynamoDB, S3, Lex, and Contact Flows.

• Experience testing the Amazon Connect Agent/Supervisor workspace and Chat.

• Familiarity with Amazon Q in Connect, Amazon Bedrock, Amazon Lex, or other conversational/Generative AI platforms.

• Solid API and integration testing experience using tools like Postman, SoapUI, REST-assured, or equivalents.

• Comprehensive test planning, test case design, regression testing, defect management, and release readiness experience.

• Proficient with Jira, qTest, QMetry, TestRail, Zephyr, or similar test management tools.

• Experience with Salesforce Service Cloud Voice / CTI / Omni-Channel is highly advantageous.

• Familiarity with Cyara, Empirix Hammer, or other IVR automation tools.

• Experience in load, performance, and/or security testing.

• Experience validating Generative AI quality, including hallucinations, grounding, and guardrails.

• Knowledge of Salesforce SOQL/reporting, Amazon Connect metrics, Contact Lens, and CloudWatch.

• Experience in multi-language IVR/chat testing.

• Familiarity with Genesys, Cisco, Avaya, Twilio, or other contact center platforms.

• Ability to work independently within complex, multi-vendor consulting environments.

• Proficiency in identifying gaps in requirements, test data, integrations, and E2E business processes.

🏝️ Benefits

• Options for remote and in-person work.

• Flexible working arrangements.

• Anticipated travel commitment of up to 25% for certain roles.

• Company town halls and meetings.

• Team celebrations and social events.