Role Summary
We are looking for an experienced Quality Assurance Engineer with strong expertise in Amazon Connect, cloud contact center technologies, and software quality engineering. You will be responsible for validating, testing, and ensuring the quality of voice-first customer engagement solutions built on Amazon Connect and the AWS ecosystem. In this role, you will work on testing customer interaction workflows, voice and IVR experiences, backend integrations, APIs, and custom agent desktop applications. You will collaborate closely with engineering, product, and customer teams to ensure reliable, scalable, and high-quality contact center solutions. Experience working with telephony systems, IVR workflows, contact center operations, and cloud-based applications is highly preferred. Exposure to customer experience platforms and enterprise contact center operations will be a strong advantage.
Key Responsibilities
Design, develop, and execute functional, regression, integration, system, end-to-end, smoke, and exploratory test scenarios for Amazon Connect solutions.
Design comprehensive test strategies, test plans, and test scenarios based on business requirements and technical specifications.
Validate Amazon Connect contact flows, routing strategies, queues, routing profiles, prompts, hours of operation, and customer interaction workflows.
Test voice and IVR experiences, including DTMF navigation, call routing, transfers, callbacks, voicemail, exception handling, and customer journeys.
Validate Contact Control Panel (CCP) functionality, agent desktop experiences, agent workflows, and supervisor operations using Amazon Connect Streams API.
Test REST APIs, backend services, CRM integrations, and enterprise application interfaces supporting Amazon Connect solutions.
Validate Contact Trace Records (CTR), operational reports, customer interaction analytics, and reporting accuracy.
Develop and maintain automated test suites for web applications, APIs, integrations, and regression testing where applicable.
Collaborate with product managers, software engineers, QA teams, and customer stakeholders to understand business requirements and define effective test strategies.
Assist in deployment validation, release testing, production verification, troubleshooting, and root cause analysis.
Identify, document, prioritize, and track software defects while working closely with engineering teams to ensure timely resolution.
Create and maintain test plans, test cases, test scripts, test data, release validation documents, and quality reports.
Contribute to continuous improvements in quality engineering practices, automation frameworks, testing standards, and overall platform quality.
Required Skills & Qualifications
5–6 years of professional experience in Software Testing, Quality Assurance, or Quality Engineering.
Strong experience in functional, regression, smoke, integration, system, end-to-end, and exploratory testing.
Hands-on experience testing Amazon Connect solutions, cloud contact center platforms, or comparable enterprise contact center technologies.
Strong understanding of Amazon Connect contact flows, routing strategies, queue management, Contact Trace Records (CTR), and Contact Control Panel (CCP).
Experience testing IVR systems, telephony workflows, voice interactions, call routing, agent workflows, and customer journeys.
Experience testing REST APIs using Postman or similar API testing tools.
Experience validating integrations between Amazon Connect, backend services, CRM platforms, and enterprise applications.
Knowledge of AWS services including AWS Lambda, API Gateway, DynamoDB, Amazon RDS, Amazon S3, CloudWatch, and serverless architectures.
Experience with JavaScript, Node.js, or Python for test automation or scripting will be an added advantage.
Experience using automation frameworks such as Playwright, Selenium, Cypress, PyTest, or similar testing frameworks.
Strong understanding of SQL and NoSQL databases for backend data validation and troubleshooting.
Experience with Amazon Connect reporting, operational dashboards, and business intelligence tools such as Amazon QuickSight, Power BI, or Tableau.
Experience testing web applications developed using React, Angular, or similar frameworks.
Good understanding of usability, accessibility, and responsive user interface testing principles.
Experience working with enterprise contact center platforms such as Amazon Connect, Genesys, Cisco UCCE/UCCX, NICE, Avaya, or Five9 will be an added advantage.
Good understanding of IVR systems, Automatic Call Distribution (ACD), workforce management, and omnichannel customer interactions including voice, chat, and email.
Experience working in Agile development environments with tools such as Jira, Git, and CI/CD pipelines.
Strong analytical, troubleshooting, communication, collaboration, and problem-solving skills.
Bachelor's degree in Computer Science, Information Technology, Electronics & Communication Engineering, or equivalent practical experience.
About Aumne AI
Aumne.ai is a next-generation AI company focused on solving complex challenges in customer experience and AI transformation, building intelligent systems that are deeply intuitive, flexible, and easy to integrate. Learn more about us →
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