Senior QA Engineer
C
CaylentCloud contact centers
Location: MEXICOFull-TimeSenior
Salary not disclosed
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Job Details
- Experience
- 8+ years of QA/test engineering experience, including 3+ years testing contact center, CCaaS, or IVR/voice platforms
- Required Skills
- CypressDynamoDBSeleniumGitHub ActionsAWS LambdaPlaywright
Requirements
- 8+ years of QA/test engineering experience.
- 3+ years testing contact center, CCaaS, or IVR/voice platforms.
- Hands-on experience with Amazon Connect or a comparable CCaaS platform, including contact flows, routing, Cases/Tasks, and reporting.
- Proficiency with Playwright E2E and API tests, Cypress, or Selenium for unit, integration, and end-to-end testing.
- Experience testing serverless/event-driven AWS architectures, including Lambda, API Gateway, DynamoDB, and Step Functions.
- Working knowledge of conversational AI and voice testing considerations, including intent accuracy, latency, and fallback behavior.
- Strong defect documentation and triage skills.
- Comfort running UAT sessions with business and technical stakeholders.
- Familiarity with CI/CD pipelines and integrating automated tests into deployment workflows, including GitHub Actions.
- Preferred: contact center migration testing experience with platforms such as Avaya, Genesys, Connect, or NICE.
- Preferred: AI observability/trace validation or accessibility engineering experience.
- Preferred: AWS Solutions Architect, Developer, or ML/Connect-relevant Specialty certification.
Responsibilities
- Design and execute test strategies for Amazon Connect contact flows, routing, IVR/self-service, Cases/Tasks workflows, and Contact Lens configurations.
- Build test plans for AI agent behavior, including intent recognition, escalation paths, fallback handling, guardrails, and multilingual/SSML voice interactions.
- Validate legacy-to-Connect migrations through parallel-run testing, flow conversion verification, and data migration validation.
- Build, maintain, and execute manual and automated IVR and web application test suites.
- Test custom Agent Workspace experiences, including Amazon Connect and Agent Assist.
- Validate serverless, event-driven backends with integration and contract tests.
- Execute phased rollout and cutover validation for live contact centers.
- Verify monitoring and alerting coverage across contact center components before go-live.
- Participate in production incident triage, reproduce defects, and validate fixes.
- Run UAT with customer stakeholders, contribute reusable test assets, and mentor junior QA engineers.
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