Senior QA Engineer

Accountabilities

• Design and execute comprehensive QA strategies for Amazon Connect implementations, including contact flows, routing logic, IVR and self-service, Cases and Tasks workflows, and Contact Lens configurations.
• Develop test plans for AI-driven conversational agents, validating intent recognition, escalation paths, fallback and barge-in behavior, latency, multilingual interactions, SSML voice experiences, and hallucination safeguards.
• Validate contact center migrations from platforms such as Avaya, Genesys, NICE, and legacy Connect environments through parallel testing, flow verification, and data migration validation.
• Build and maintain manual and automated test suites using Playwright, Cypress, and Selenium across UI, API, integration, and end-to-end scenarios.
• Test custom agent workspace and Agent Assist experiences and validate serverless, event-driven AWS components such as Lambda, EventBridge, Step Functions, SQS/SNS, DynamoDB, and Kinesis.
• Define and monitor quality metrics, including test coverage, defect density, escape rate, and release readiness, and communicate findings to delivery teams and customer stakeholders.
• Execute production-readiness testing, phased rollout validation, and cutover testing for live contact center environments.
• Verify monitoring and alerting coverage across voice, chat, tasks, queues, agents, Lambda services, and AI agents using tools such as CloudWatch.
• Participate in production incident triage by reproducing defects, identifying root causes, and validating fixes across the contact center technology stack.
• Perform security and compliance validation, including least-privilege IAM checks, DevSecOps scan reviews, and encryption-standard verification.
• Partner with engineers throughout development to shift quality left by reviewing acceptance criteria, contributing to test design, and identifying risk areas early.
• Lead UAT sessions with customer stakeholders, manage findings, and drive defects through resolution ahead of production releases.
• Create reusable QA assets, including automated suites, test data, checklists, and testing patterns, while mentoring junior QA engineers.

Requirements

• 8+ years of professional QA or test engineering experience, including at least 1 year working 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.
• Strong proficiency with automated testing frameworks such as Playwright, Cypress, and Selenium, covering integration and end-to-end testing.
• Experience testing serverless and event-driven AWS architectures, including Lambda, API Gateway, DynamoDB, and Step Functions.
• Practical understanding of conversational AI and voice testing considerations, including intent accuracy, latency, escalation, and fallback behavior.
• Experience with CI/CD pipelines and integrating automated tests into deployment workflows, preferably using GitHub Actions.
• Strong defect documentation, investigation, and triage skills, with the ability to communicate clearly with both technical and business stakeholders.
• Comfortable facilitating UAT sessions and working directly with customers and cross-functional teams.
• Experience with contact center migration testing across platforms such as Avaya, Genesys, NICE, or similar technologies is an advantage.
• Familiarity with AI observability and trace validation, including agent spans and token or cost attribution, is a plus.
• Experience with accessibility engineering and contact center operations, including quality management, outbound compliance, and CX KPIs, is beneficial.
• AWS certifications such as Solutions Architect, Developer, or ML/Connect-related certifications are advantageous.
• Consulting or client-delivery experience is preferred.
• Strong collaboration, analytical, troubleshooting, communication, and mentoring skills.
• Ability to work full-time during UK business hours.
• Must be legally authorized to work in Canada without employer-sponsored work authorization; visa sponsorship is not available.

Benefits

• CAD $106,000–$132,000 annual base salary, commensurate with experience and qualifications.
• Potential additional compensation through bonuses, commissions, equity, and other incentives, depending on the role and individual or company performance.
• 100% remote work.
• Equitable Life hybrid benefits plan.
• 100% premium coverage for employees and dependents.
• Competitive phantom equity.
• Long-term disability coverage.
• 4% employer pension contribution match.
• Unlimited vacation, sick leave, and paid holidays.
• Paid parental leave.
• Company-paid professional exams and certifications.
• Peer bonus and recognition awards.
• State-of-the-art laptop and professional tools.
• Equipment and home-office stipend.
• Individual professional development plan.
• Annual learning and development stipend.
• Opportunity to work with a global team in a collaborative and inclusive environment.