Senior QA Engineer

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

📋 Description

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

• Create test plans to assess AI agent functionality, focusing on intent recognition, escalation paths, barge-in/fallback management, hallucination guardrails, and multilingual/SSML voice interactions.

• Ensure the accuracy of legacy-to-Connect migrations via parallel-run testing, flow conversion checks, and data migration assessments.

• Establish and monitor quality metrics, providing release readiness reports to delivery leads and client stakeholders.

• Develop, manage, and execute both manual and automated IVR, web application, Playwright, Cypress, Selenium, integration, API, and end-to-end test suites.

• Evaluate custom Agent Workspace experiences and confirm the functionality of serverless, event-driven AWS backends.

• Conduct phased rollout and cutover validations for operational contact centers.

• Review CloudWatch monitoring and alerting coverage prior to go-live.

• Engage in production incident analysis, replicate defects, and verify corrections.

• Conduct security and compliance assessments, including IAM, DevSecOps scans, and encryption standards.

• Collaborate with engineers to enhance testing processes through test design, acceptance criteria evaluations, and early risk identification.

• Facilitate UAT sessions with client stakeholders, address findings, and ensure defects are resolved.

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

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

⛳️ Requirements

• Over 8 years of QA/test engineering experience, including a minimum of 3 years in testing contact center, CCaaS, or IVR/voice platforms.

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

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

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

• Familiarity with conversational AI/voice testing factors: intent accuracy, latency, and fallback behavior.

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

• Knowledge of CI/CD pipelines (GitHub Actions) and the integration of automated tests into deployment workflows.

• Currently authorized to work in Brazil; Caylent cannot 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: Fluency in 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 or Botium.

🏝️ Benefits

• Fully remote work opportunities.

• Generous holiday schedule and flexible PTO.

• Competitive phantom equity options.

• Coverage for exam and certification fees.

• Peer recognition bonus awards.

• State-of-the-art laptop and tools provided.

• Equipment and office stipend available.

• Personalized professional development plans.

• Annual stipend for Learning and Development initiatives.

• Collaborate with an extraordinary global team and enjoy a vibrant corporate culture.