Amazon Connect QA Tester (Voice & Chat)

Role OverviewWe are looking for a Mid-Level Tester with strong knowledge of Amazon Connect to validate and ensure the quality of our cloud-based contact center solutions. The primary focus of this role is testing voice and chat channels, ensuring reliable customer and agent interactions across Amazon Connect workflows.ShyftLabs is a growing data product company that was founded in early 2020 and works primarily with Fortune 500 companies. We deliver digital solutions built to help accelerate the growth of businesses in various industries, by focusing on creating value through innovation.Amazon Connect Voice & Chat TestingTest and validate Amazon Connect contact flows for both voice and chat channelsVerify correct functioning of IVR prompts, menu navigation, routing rules, and agent transfersValidate chat workflows, including chat initiation, agent assignment, and session handlingTest contact attributes and session attributes to ensure proper data flow across interactionsVerify queue routing, priority handling, and escalation scenariosValidate behavior during timeouts, disconnections, fallback flows, and error scenariosEnd-to-End Customer Journey TestingPerform end-to-end testing of customer interaction journeys, including: IVR navigation, Queue routing, Agent connection, Chat interactions, Routing Profiles, Security Profiles, HOOP, Lex Bots, QinConnect, AI AgentsValidate integration between Amazon Connect, Lambda functions, Frontend and backend systemsEnsure correct data exchange between contact flows and external systemsIntegration & AWS ValidationSupport validation of integrations with AWS services commonly used with Amazon Connect, such as: AWS Lambda, API Gateway, DynamoDB, S3, CloudWatchReview logs and system behaviour to help identify and troubleshoot issues during testingVerify API responses and backend data consistency during interactionsUI & Interaction TestingTest customer-facing and agent-facing web applications used for voice or chat interactionsValidate UI functionality related to chat sessions, agent workflows, and interaction controlsIdentify usability issues that may affect customer or agent experienceTest Documentation & Defect ManagementCreate and maintain test cases, test scenarios, and test plansExecute functional, integration, and regression testing cyclesDocument defects clearly and collaborate with developers to resolve themProvide test evidence and quality reports for releasesRequirementsAmazon ConnectContact flowsIVR routing logicVoice and chat workflowsContact attributes and session attributesQueue and agent routing behaviourRouting ProfilesSecurity ProfilesHOOPLex BotsAI & Conversational Bot TestingAmazon LexAmazon Q in ConnectNLU (Natural Language Understanding)Functional testingIntegration testingEnd-to-end workflow testingRegression testingContact center testingAI powered IVR platformsTroubleshootingAnalytical skillsPreferred SkillsAWS LambdaAPI GatewayDynamoDBCloudWatchS3React.jsPythonPostmanQinConnectAI AgentsContact LensSalesforce CRM integrationTest automation frameworksPerformance testingLoad testingAgile/ScrumQualificationsBachelor's degree in Computer Science, Engineering, or related field3–6 years of experience in software testingHands-on experience testing Amazon Connect voice or chat solutionsStrong troubleshooting and analytical skillsHands-on experience with Amazon Connect implementationsExperience testing AI-powered conversational flows within Amazon Connect and Amazon Lex, including validation of natural language understanding (NLU) accuracy, intent recognition, and slot-filling behavior across diverse customer inputsFamiliarity with testing Amazon Q in Connect (AI Agent assist), including validating real-time agent recommendations, knowledge base responses, and the accuracy of AI-generated suggestions surfaced during live voice and chat interactionsAbility to design test cases that cover edge cases in conversational AI — ambiguous inputs, fallback handling, multi-turn dialogue context, and language variations — ensuring the bot degrades gracefully and escalates to a human agent when appropriateExperience validating the end-to-end AI interaction flow, from customer utterance through Lex NLU processing, Lambda fulfillment, and response delivery via Amazon Connect — confirming correct data passing, session attributes, and response latencyUnderstanding of how to evaluate AI response quality, including relevance, tone, and accuracy against a defined knowledge base or FAQ source, and the ability to flag hallucinations or off-topic responsesExperience performing: Functional testing, Integration testing, End-to-end workflow testing, Regression testingExperience testing contact center or AI powered IVR platforms is highly desirableAbility to write clear, detailed bug reports with reproduction steps, logs, and supporting evidenceExperience working in Agile/Scrum teams, participating in sprint planning, stand-ups, and retrospectivesProactive communication with developers, product stakeholders, and cross-functional teams to drive issue resolutionBenefitsCompetitive salaryStrong insurance packageExtensive learning and development resourcesWe may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

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