Senior QA Engineer

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

📋 Description

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

• Develop test plans to validate AI agent performance, focusing on intent recognition, escalation paths, barge-in/fallback handling, hallucination guardrails, and multilingual/SSML voice interactions.

• Verify legacy-to-Connect migrations through parallel-run testing, flow conversion validation, and data migration checks.

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

• Construct, maintain, and execute both manual and automated IVR and web application test suites.

• Conduct Playwright E2E/API, Cypress, Selenium, integration, contract, and end-to-end testing against Amazon Connect and serverless backends.

• Test custom Agent Workspace experiences.

• Validate event-driven AWS backends.

• Implement phased rollout and cutover validation for live contact centers.

• Ensure CloudWatch monitoring and alerting coverage is verified before going live.

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

• Execute security and compliance validation, including IAM, DevSecOps scans, and encryption standards.

• Collaborate with engineers to shift testing left and review acceptance criteria.

• Facilitate UAT sessions with customer stakeholders and drive defects to resolution.

• Contribute reusable automated suites, test data sets, and QA checklists.

• Mentor junior QA engineers on contact center testing methodologies and quality standards.

⛳️ Requirements

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

• Practical experience with Amazon Connect or a similar CCaaS platform: 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).

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

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

• Knowledge of CI/CD pipelines (GitHub Actions) and integrating automated tests into deployment processes.

• Must have current legal authorization to work in Mexico; 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.

• Preferred: Fluency in contact center operations.

• Preferred: Experience in consulting or client delivery.

• Preferred: Hands-on experience with Cyara or Botium.

🏝️ Benefits

• Fully remote work.

• Medical insurance coverage for you and eligible dependents.

• Generous holiday leave and flexible PTO.

• Competitive phantom equity.

• Coverage for exams and certifications.

• Peer bonus awards.

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

• Office and equipment stipend.

• Individual professional development plan.

• Annual learning and development stipend.

• Opportunity to work with a remarkable global team within an extraordinary corporate culture.