Senior QA Engineer

Caylent

1d•CA$106,000 - CA$132,000•Remote

About The Position

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!

Requirements

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

Nice To Haves

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

Responsibilities

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
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, 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
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