Senior QA 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

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

Hands-on experience with web application and web automation testing

Manual, Automated & Full-Stack Testing

Build, maintain, and execute manual and automated IVR test suites, using tools such as Cyara, Hammer, or Botium (preferred).

Build, maintain, and execute manual and automated web application test suites, using frameworks such as Cypress, Selenium, or Playwright (preferred).

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 & Pract