About this role.
Caylent is hiring a Senior QA Engineer to lead quality assurance for Amazon Connect and contact-center implementations. The role combines manual and automated testing of contact flows, IVR, routing, conversational AI, web interfaces, APIs, and AWS serverless systems. The engineer will validate migrations and production cutovers, verify observability and security controls, and support incident triage. They will also run UAT with clients, shift quality practices left with engineering teams, and mentor junior QA engineers.
Role DNA
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Job Complexity
5/5Pace & Pressure
5/5Autonomy Level
5/5Communication Load
5/5Salary analysis
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Core skills
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Sample interview questions
I would begin by mapping customer intents, entry points, routing rules, queue capacity, agent states, integrations, failure paths, and compliance requirements. I would define risk-based coverage across happy paths, invalid inputs, no-input and no-match behavior, escalation, transfer, callback, and outage scenarios, then automate stable regression paths while retaining exploratory and live-call validation.
I build a representative utterance set by intent, language, and customer segment, then measure recognition accuracy, fallback behavior, escalation correctness, latency, barge-in handling, and guardrail adherence. I include adversarial and ambiguous prompts, validate that sensitive workflows do not hallucinate unsupported actions, and use trace data and sampled conversations to prioritize improvements.
I test contracts at each boundary, validate payload schemas and error handling, and use integration tests to trace an event through the complete workflow. I specifically cover retries, duplicate delivery, idempotency, dead-letter queues, timeouts, permissions, partial failures, and observability through logs, metrics, alarms, and correlation IDs.
I would validate critical call and chat journeys, routing and queue configuration, agent access, integrations, migration data, monitoring, alarms, dashboards, IAM permissions, encryption, rollback procedures, and support ownership. I would also run a structured go/no-go review using open-defect severity, test evidence, capacity assumptions, and customer stakeholder acceptance.
I engage early in refinement to clarify acceptance criteria, identify edge cases, and agree on testability and observability requirements. During delivery, I pair on test design, provide concise defect reproduction evidence, prioritize issues by customer and operational impact, and share recurring failure patterns through reusable checklists and automated regression coverage.
Caylent is an AI-first cloud services company that helps organizations turn ambitious ideas into meaningful business impact. As an AWS Premier Tier Services Partner and a charter member of Anthropic’s Claude Partner Network, we combine deep expertise in AWS, artificial intelligence, and Anthropic’s Claude platform to help customers modernize their technology, build intelligent products, and move AI from experimentation into production.
Our capabilities span generative and agentic AI, cloud migration and modernization, cloud-native application development, data and analytics, DevOps, managed services, security and compliance, and customer experience transformation. At Caylent, our people always come first.
We are a fully remote global company with employees in Canada, the United States and Latin America. We celebrate the culture of each of our team members and foster a community of technological curiosity. Come talk to us to learn more about what it means to be a Caylien!
The Mission
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.
Your Assignment
Test Strategy & Contact Center Quality
- 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 to delivery leads and customer stakeholders
Manual, Automated & Full-Stack Testing
- 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
Production Readiness & Operations
- Execute phased rollout and cutover validation for live contact centers, where testing gaps translate directly into missed calls and customer impact
- 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
Collaboration & Practice Contribution
- Partner with engineers during development to shift testing left: pairing on test design, reviewing acceptance criteria, and flagging risk areas early
- Run UAT sessions with customer stakeholders, triage findings, and drive defects to resolution ahead of production cutovers
- Contribute reusable test assets (automated suites, test data sets, QA checklists) back to the CXE practice
- Mentor junior QA engineers on contact center testing patterns and Caylent’s quality standards
Your Qualifications
- 8+ years of QA/test engineering experience, including 1+ 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 workflow
Preferred Qualifications
- 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
Benefits
- Medical insurance for you and eligible dependents
- 401k plan with company match up to 4% and immediate vesting
- Competitive phantom equity
- Company-issued laptop
- Dental and vision insurance
- Term disability and life insurance
- Flexible Spending Account
- Equipment and office stipend
- Annual stipend for learning and development
- Unlimited paid time off
- 10 paid holidays
Base Salary Range: The expected base salary range for this position is USD $95,000 – $119,000 per year, commensurate with experience and qualifications.
Additional Compensation Components: In addition to the base salary, the compensation package may include bonuses, commissions, equity, and other incentives. The specific components will vary depending on the role and individual and/or company performance.
NOTE: We’re unable to provide visa sponsorship now or at any time in the future.
At Caylent, we are committed to fair, transparent, and inclusive hiring practices. As part of our recruitment process, we may use artificial intelligence (AI) tools or automated systems to assist with the screening and evaluation of applications to help match candidate qualifications with job requirements.
These tools are designed to support — not replace — human decision-making. Final hiring decisions are always made by our trained recruitment professionals.
If an AI or automated tool is used during your application process, it will only be in accordance with applicable laws and regulations, and your information will be handled in a secure and confidential manner.
If you have any questions, please contact talent@caylent.com
Caylent is a place where everyone belongs. We celebrate diversity and are committed to creating an inclusive environment for all employees. Our approach helps us to build a winning team that represents a variety of backgrounds, perspectives, and abilities. So, regardless of how your diversity expresses itself, you can find a home here at Caylent.
We are proud to be an equal opportunity employer. We prohibit discrimination and harassment of any kind based on race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, gender expression, age, veteran status, genetic information, disability, or other applicable legally protected characteristics. If you would like to request an accommodation due to a disability, please contact us at hr@caylent.com.
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