Quality Analyst Associate Engineer

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

As a Quality Analyst, you will play a crucial role in ensuring the quality and reliability of our contact center solutions across multiple communication channels. You will be responsible for testing and validating IVR systems and chat implementations workflows to deliver exceptional customer experiences. This role offers an excellent opportunity to develop expertise in contact center technologies while working with cutting-edge AWS services and industry-leading clients.

Your Assignment

Quality Assurance & Testing

Execute comprehensive test plans for IVR systems, including call flow validation, DTMF input testing, and speech recognition accuracy

Perform end-to-end testing of chat implementations across web, mobile, and messaging platforms

Validate email routing, auto-response systems, and template rendering across different email clients

Conduct functional testing of Amazon Connect contact flows, queues, and routing strategies

Test integration points between contact center platforms and CRM systems, knowledge bases, and third-party applications

Verify agent desktop functionality, including screen pops, call controls, and presence management

Execute regression testing for system updates and new feature deployments

Test Planning & Documentation

Assist in developing detailed test cases and test scripts for multi-channel contact center implementations

Create and maintain test data sets for various customer interaction scenarios

Document test results, defects, and issues in tracking systems with clear reproduction steps

Prepare test execution reports and quality metrics for project stakeholders

Maintain test case repositories and ensure documentation stays current with system changes

Contribute to test automation frameworks for repetitive testing scenarios

Channel-Specific Testing

IVR Testing: Validate menu navigation, voice prompts, call transfers, and self-service transactions

Chat Testing: Test chat widget functionality, agent assignment, canned responses, and conversation history

Test omnichannel customer journeys ensuring seamless transitions between channels

Validate customer context preservation across different interaction channels

Ensure compliance with accessibility standards across all customer touchpoints

User Experience Testing

Perform usability testing to ensure intuitive customer experiences

Test failover scenarios and disaster recovery procedures

Verify system behavior under edge cases and error conditions

Collaboration & Continuous Improvement

Work closely with development teams to understand technical implementations and testing requirements

Collaborate with business analysts to ensure test coverage aligns with business requirements

Participate in daily stand-ups and sprint planning sessions

Provide feedback on system design from a quality perspective

Assist in user acceptance testing (UAT) coordination with client teams

Support