Senior QA Engineer (Amazon Connect)

Location: USA; fully remote. Current legal authorization to work in the United States is required.

Base salary: USD $95,000–$119,000 per year, depending on experience and qualifications. Additional compensation may include bonuses, commissions, equity, and other incentives.

Company

AI-first cloud services company delivering AWS, artificial intelligence, Anthropic Claude, cloud modernization, data, DevOps, security, and customer experience solutions.

What you will do

• Design and execute QA strategies for Amazon Connect contact flows, routing, IVR and self-service, Cases/Tasks, Contact Lens, and AI-driven conversational agents.
• Build and maintain manual and automated IVR, web, API, integration, and end-to-end test suites using Playwright, Cypress, Selenium, and specialized tools such as Cyara or Botium.
• Validate legacy-to-Connect migrations, including parallel runs, flow conversions, and data migration.
• Test serverless and event-driven AWS components, including Lambda, EventBridge, Step Functions, SQS/SNS, DynamoDB, Kinesis, and API Gateway.
• Perform cutover validation, monitoring and alerting verification, production incident triage, and security and compliance checks.
• Run UAT sessions, collaborate with engineers to shift testing left, contribute reusable QA assets, and mentor junior QA engineers.

Requirements

• 8+ years of QA or test engineering experience, including 3+ years testing contact center, CCaaS, IVR, or voice platforms.
• Hands-on experience with Amazon Connect or a comparable CCaaS platform, including contact flows, routing, Cases/Tasks, and reporting.
• Experience with Playwright, Cypress, Selenium, and unit, integration, API, and end-to-end testing.
• Experience testing serverless and event-driven AWS architectures and integrating automated tests into CI/CD workflows with GitHub Actions.
• Knowledge of conversational AI and voice testing, including intent accuracy, latency, fallback behavior, escalation paths, and guardrails.
• Current legal authorization to work in the USA is required; visa or work permit sponsorship is not available.

Nice to have

• Migration testing experience with Avaya, Genesys, Connect, or NICE.
• AI observability and trace validation, accessibility engineering, or AWS certifications.
• Contact center operations knowledge, including quality management, outbound compliance, and CX KPIs.
• Consulting or client-delivery experience and hands-on Cyara or Botium experience.

Culture & Benefits

• Fully remote work with a global workforce across Canada, the United States, and Latin America.
• Medical, dental, and vision insurance, plus disability and life insurance.
• 401(k) plan with up to 4% company match and immediate vesting.
• Phantom equity, equipment and office stipends, and a company-issued laptop.
• Annual learning and development stipend, unlimited paid time off, and 10 paid holidays.
• Inclusive work environment with AI-assisted recruiting used only to support human decision-making.

Hiring process

• Applications may be screened and evaluated with AI or automated systems in accordance with applicable laws.
• Final hiring decisions are made by recruitment professionals.