Senior QA Engineer - Amazon Connect & Contact Center

About the role

Caylent, an AI-first cloud services company, is hiring a Senior QA/Test Engineer specializing in Amazon Connect and contact center technology. The role designs and runs test strategies for contact flows, routing, IVR/self-service and AI-driven conversational agents, validates legacy-to-Connect migrations, builds and maintains manual and automated test suites, and works with engineers to shift quality left. It is fully remote.

Key responsibilities

• Design and execute test strategies for Amazon Connect implementations, including contact flows, routing, IVR/self-service, Cases/Tasks workflows and Contact Lens configurations
• Build test plans for AI agents, covering intent accuracy, escalation paths, barge-in/fallback, hallucination guardrails and multilingual/SSML voice interactions
• Validate legacy-to-Connect migrations (Avaya, Genesys, Connect, NICE) through parallel-run testing, flow conversion and data migration checks
• Track quality metrics (defect density, test coverage, escape rate) and report release readiness to delivery leads and stakeholders
• Build and run manual and automated IVR and web test suites with tools such as Cyara, Hammer, Botium, Cypress, Selenium or Playwright
• Test custom Agent Workspace experiences and serverless backends (Lambda, EventBridge, Step Functions, SQS/SNS, DynamoDB, Kinesis)
• Run cutover validation, verify monitoring and alerting coverage, and take part in production incident triage
• Run UAT sessions with customer stakeholders, contribute reusable test assets and mentor junior QA engineers

Required profile

• 8+ years of QA/test engineering experience, including 3+ years testing contact center, CCaaS or IVR/voice platforms
• Hands-on experience with Amazon Connect or a comparable CCaaS platform
• Defect documentation and triage skills, and comfort running UAT with business and technical stakeholders
• Current legal authorization to work in the country where the position is located; Caylent does not sponsor visas

Required skills

• Automated testing frameworks: Playwright, Cypress, Selenium
• Serverless and event-driven AWS architectures (Lambda, API Gateway, DynamoDB, Step Functions)
• Familiarity with conversational AI and voice testing considerations
• CI/CD pipelines (GitHub Actions) and integrating automated tests into deployments
• Preferred: migration testing experience, AI observability or accessibility experience, AWS certifications, Cyara/Botium

What we offer

• Pay in USD and 100% remote work
• Generous holidays and flexible PTO, phantom equity and peer bonus awards
• Paid exams and certifications, state-of-the-art laptop and tools, equipment and office stipend
• Individual professional development plan and annual learning stipend