Senior QA Engineer (Amazon Connect)

TL;DR

Senior QA Engineer (Amazon Connect): Designing and executing comprehensive quality strategies for Amazon Connect contact centers, including contact flows, routing, IVR, APIs, serverless services, and AI-driven conversational agents with an accent on automation, migration validation, and production readiness. Focus on testing complex voice and self-service behavior, validating cutovers and observability, and resolving defects across distributed AWS architectures.

Location: Fully remote, but candidates must be based in the USA. Visa sponsorship is not available now or in the future.

Salary: USD $95,000–$119,000 per year, plus potential bonuses, commissions, equity, and other incentives.

Company

AI-first cloud services provider delivering AWS, artificial intelligence, cloud modernization, data, DevOps, security, and customer experience transformation services.

What you will do

• Design and execute QA strategies for Amazon Connect contact flows, routing, IVR, self-service, Cases, Tasks, and Contact Lens.
• Build and maintain manual and automated UI, API, integration, and end-to-end test suites using Playwright, Cypress, and Selenium.
• Validate conversational AI behavior, including intent recognition, escalation, fallback handling, guardrails, latency, and multilingual voice interactions.
• Test legacy contact-center migrations, parallel runs, flow conversions, data migrations, and live cutovers.
• Verify monitoring, alerting, security, compliance, and production readiness across AWS and contact-center components.
• Run UAT with customer stakeholders, triage incidents, collaborate with engineers, and mentor junior QA engineers.

Requirements

• 8+ years of QA or test engineering experience, including at least 1 year with 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.
• Proficiency with Playwright, Cypress, and Selenium for unit, integration, API, and end-to-end testing.
• Experience testing serverless and event-driven AWS architectures, including Lambda, API Gateway, DynamoDB, and Step Functions.
• Knowledge of conversational AI and voice-testing concerns, plus strong defect triage and UAT facilitation skills.
• Familiarity with CI/CD pipelines and integrating automated tests into deployment workflows.

Nice to have

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

Culture & Benefits

• Fully remote work with a distributed workforce across the USA, Canada, and Latin America.
• Medical, dental, vision, disability, and life insurance.
• 401(k) plan with company matching up to 4% and immediate vesting.
• Unlimited paid time off and 10 paid holidays.
• Company laptop, equipment and office stipend, and annual learning and development stipend.
• Phantom equity and an inclusive, collaborative work environment.