Senior QA Engineer

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

📋 Description

• Develop and implement testing strategies for Amazon Connect projects, focusing on contact flows, routing logic, IVR/self-service, Cases/Tasks workflows, and Contact Lens setups.

• Create test plans to validate AI agent functionality, encompassing intent recognition, escalation pathways, barge-in/fallback mechanisms, hallucination safeguards, and multilingual/SSML voice interactions.

• Assess legacy-to-Connect migrations through parallel-run testing, verification of flow conversions, and validation of data migrations.

• Establish and monitor quality metrics, reporting on release readiness to delivery leads and customer stakeholders.

• Construct, manage, and execute both manual and automated IVR and web application testing suites.

• Conduct Playwright E2E and API tests, along with Cypress, Selenium, and integration tests against active Amazon Connect instances, as well as end-to-end testing of Amazon Connect call flows.

• Evaluate custom Agent Workspace experiences.

• Validate serverless, event-driven backends using integration and contract tests.

• Oversee phased rollouts and cutover validations for active contact centers.

• Ensure comprehensive monitoring and alerting coverage across voice, chat, tasks, queues, agents, Lambda, and AI agents.

• Engage in production incident triage, replicate defects, and confirm fixes.

• Conduct security and compliance evaluations, including least-privilege IAM assessments, DevSecOps scan reviews, and encryption standard checks.

• Collaborate with engineers to implement early testing by jointly designing tests, reviewing acceptance criteria, and identifying risks.

• Facilitate UAT sessions with customer stakeholders, address findings, and guide defects to resolution.

• Contribute reusable automated test suites, test data sets, and QA checklists to the CXE practice.

• Provide mentorship to junior QA engineers regarding contact center testing methodologies and Caylent quality standards.

⛳️ Requirements

• Over 8 years of experience in QA/test engineering, with at least 3 years focused on testing contact center, CCaaS, or IVR/voice platforms.

• Practical experience with Amazon Connect or similar CCaaS platforms, including contact flows, routing, Cases/Tasks, and reporting.

• Expertise in automated testing frameworks (Playwright E2E and API tests, Cypress, Selenium) for unit, integration, and end-to-end testing.

• Experience in testing serverless/event-driven AWS architectures (Lambda, API Gateway, DynamoDB, Step Functions).

• Understanding of conversational AI / voice testing considerations, such as intent accuracy, latency, and fallback behavior.

• Strong skills in defect documentation and triage; adept at leading UAT sessions with both business and technical stakeholders.

• Familiarity with CI/CD pipelines (GitHub Actions) and integrating automated tests within deployment workflows.

• Must have current legal authorization to work in the country where this position is based; Caylent is unable to sponsor visa or work permit applications.

• Preferred: Experience in contact center migration testing (Avaya, Genesys, Connect, NICE).

• Preferred: Background in AI observability/trace validation or accessibility engineering.

• Preferred: AWS certifications (Solutions Architect, Developer, or ML/Connect-relevant Specialty).

• Preferred: Understanding of contact center operations, including quality management, outbound compliance, and CX KPIs.

• Preferred: Experience in consulting or client delivery roles.

• Preferred: Hands-on experience with Cyara Botium.

🏝️ Benefits

• Compensation in USD.

• Fully remote work environment.

• Generous holiday policy and flexible PTO.

• Competitive phantom equity options.

• Coverage for exams and certifications.

• Peer bonus recognition.

• Provision of state-of-the-art laptop and tools.

• Office and equipment stipend.

• Personalized professional development plan.

• Annual Learning and Development stipend.

• Collaborate with an exceptional global team and thrive in a remarkable corporate culture.