Senior QA Engineer

This role is a Senior QA/Test Engineer specializing in Amazon Connect and contact center technology, responsible for designing and executing comprehensive test strategies across contact flows, routing, IVR/self-service, and AI-driven conversational agents. They validate legacy-to-Connect migrations, build and maintain manual and automated test suites (Playwright, Cypress, Selenium) spanning UI, API, and serverless backend components, and ensure production readiness through cutover validation, monitoring verification, and incident triage. Beyond hands-on testing, they partner with engineers to shift quality left, run UAT sessions with customer stakeholders, and contribute reusable test assets and mentorship to strengthen Caylent's contact center QA practice.

Responsibilities

Design and execute comprehensive test strategies across contact flows, routing, IVR/self-service, and AI-driven conversational agents; Validate legacy-to-Connect migrations; Build and maintain manual and automated test suites (Playwright, Cypress, Selenium) spanning UI, API, and serverless backend components; Ensure production readiness through cutover validation, monitoring verification, and incident triage; Partner with engineers to shift quality left; Run UAT sessions with customer stakeholders; Contribute reusable test assets and mentorship to strengthen Caylent's contact center QA practice; Design and execute test strategies for Amazon Connect implementations covering contact flows, routing logic, IVR/self-service, Cases/Tasks workflows, and Contact Lens configurations; Build test plans that validate AI agent behavior: intent recognition accuracy, escalation paths, barge-in/fallback handling, hallucination guardrails, and multilingual/SSML voice interactions; Validate legacy-to-Connect migrations (i.e. Avaya, Genesys, Connect, NICE) through parallel-run testing, flow conversion verification, and data migration validation; Define and track quality metrics (defect density, test coverage, escape rate) and report on release readiness; Build, maintain, and execute manual and automated IVR test suites; Build, maintain, and execute manual and automated web application test suites; Build and maintain manual and automated test suites: Playwright E2E and API tests, Cypress, Selenium, integration tests against live Amazon Connect instances, and end-to-end tests of Amazon Connect call flows; Test custom Agent Workspace experiences (Amazon Connect, Agent Assist); Validate serverless, event-driven backends (Lambda, EventBridge, Step Functions, SQS/SNS, DynamoDB, Kinesis) with integration and contract tests; Execute phased rollout and cutover validation for live contact centers; Verify monitoring and alerting coverage (CloudWatch metrics, alarms, dashboards) across voice, chat, tasks, queues, agents, Lambda, and AI agents prior to go-live; Participate in production incident triage, reproducing defects and validating fixes across the contact center stack; Perform security and compliance validation: least-privilege IAM checks, DevSecOps scan review, and encryption standard verification; Mentor junior QA engineers on contact center testing patterns and Caylent's quality standards

Requirements

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: contact flows, routing, Cases/Tasks, and reporting; Proficiency with automated testing frameworks (Playwright E2E and API tests, Cypress, Selenium) for unit, integration, and E2E testing; Experience testing serverless/event-driven AWS architectures (Lambda, API Gateway, DynamoDB, Step Functions); Working knowledge of conversational AI / voice testing considerations: intent accuracy, latency, fallback behavior; Strong defect documentation and triage skills; Comfortable running UAT sessions with business and technical stakeholders; Familiarity with CI/CD pipelines (GitHub Actions) and integrating automated tests into deployment workflows; Current legal authorization to work in the country where this position is located; Caylent is not able to sponsor visa or work permit applications at this time

Nice to have

Contact center migration testing experience (i.e. Avaya, Genesys, Connect, NICE); Experience with AI observability/trace validation (agent spans, token/cost attribution) or accessibility engineering; AWS certifications (Solutions Architect, Developer, or ML/Connect-relevant Specialty); Contact center operations fluency: Quality management, outbound compliance, and CX KPIs; Consulting or client-delivery background; Hands on experience with Cyara Botium; Experience with Cyara, Hammer, or Botium (preferred)

Benefits

Pay in USD; 100% remote work; Generous holidays and flexible PTO; Competitive phantom equity; Paid for exams and certifications; Peer bonus awards; State of the art laptop and tools; Equipment & Office Stipend; Individual professional development plan; Annual stipend for Learning and Development; Work with an amazing worldwide team and in an incredible corporate culture