Senior QA Engineer

Role overview Own quality engineering for cloud-based contact center implementations, with a focus on Amazon Connect. The work spans test strategy, hands-on manual and automated testing, migration validation, and production readiness for voice, chat, routing, self-service, and AI-assisted interactions.

Responsibilities - Design test plans for contact flows, routing, IVR and self-service, case and task workflows, and contact analysis configurations. - Validate conversational AI behavior, including intent recognition, escalation, fallback handling, voice interaction, and safeguards against inaccurate responses. - Test migrations from legacy contact center platforms through parallel runs, flow checks, and data validation. - Build and maintain UI, API, integration, and end-to-end test suites using tools such as Playwright, Cypress, or Selenium; test IVR behavior with suitable specialized tools. - Verify monitoring, alerting, security controls, and operational readiness before cutover; help triage incidents and confirm fixes. - Partner with engineers and customer stakeholders on acceptance criteria, user acceptance testing, defect resolution, and release readiness.

Requirements - Hands-on experience testing web applications and building automated test suites. - Ability to test contact center workflows and integrations across user interfaces, APIs, and serverless backends. - Understanding of quality measurement and release readiness, including coverage and defect tracking. - Ability to collaborate with engineers and customer stakeholders to identify risks and resolve findings.

Nice to have Experience with migrations involving platforms such as Avaya, Genesys, or NICE; AI trace or observability validation; accessibility engineering; AWS certification; contact center operations and customer experience metrics; consulting delivery; or tools such as Cyara or Botium.

Benefits and work setup The role is remote. Listed benefits include medical coverage for employees and eligible dependents, flexible paid time off and holidays, phantom equity, certification support, peer awards, equipment and office funding, and professional development plans and stipends. Work authorization must already be held for the role’s country; sponsorship is unavailable.