Associate QA Consultant, Amazon Connect – Contact Center QA

Job Description:

  • Support testing of Amazon Connect Contact Flows, queues, routing, and agent workflows
  • Execute functional testing of IVR and self-service journeys, including DTMF, speech/ASR, authentication, transfers, callbacks, and error/timeout scenarios
  • Validate agent and supervisor experiences across voice and digital channels
  • Perform basic testing of AWS services including Lambda, DynamoDB, S3, Lex, and CloudWatch
  • Execute API testing using Postman and validate requests, responses, data mapping, error handling, and integrations
  • Investigate issues across Amazon Connect, AWS, Salesforce, and third-party systems
  • Support testing of integrations between Amazon Connect and Salesforce Service Cloud Voice
  • Test agent workflows, CTI, screen pops, Voice Call records, Omni-Channel, and Amazon Connect Chat
  • Create and execute test scenarios and test cases based on requirements, user stories, and process flows
  • Prepare and manage test data
  • Log, track, and retest defects using Jira or similar tools
  • Participate in defect triage and support SIT, regression, UAT, and release readiness activities
  • Support QA automation, API automation, CI/CD-based testing, and basic performance/load testing
  • Work with experienced QA consultants, developers, architects, and business stakeholders

Requirements:

  • 1–2 years of QA/testing experience OR a minimum of 6 months of paid QA internship experience
  • Strong understanding of software testing fundamentals, including functional, regression, integration, and end-to-end testing
  • Basic understanding of test case creation, test execution, defect management, and QA processes
  • Basic knowledge of APIs and hands-on exposure to Postman or similar tools
  • Basic understanding of cloud concepts, preferably AWS
  • Ability to understand business requirements and convert them into test scenarios
  • Willingness to learn Amazon Connect, Contact Center, Salesforce, AWS, and AI-based technologies
  • Exposure to Amazon Connect or other Contact Center/CTI platforms is good to have
  • Basic understanding of IVR and telephony concepts is good to have
  • Exposure to Salesforce or Service Cloud is good to have
  • Exposure to Jira, TestRail, QMetry, Zephyr, or similar QA tools is good to have
  • Exposure to SQL and basic data validation is good to have
  • Exposure to QA automation or scripting using Java, JavaScript, Python, or similar is good to have
  • Exposure to Cyara, Empirix Hammer, Bespoken, or similar testing tools is good to have
  • Basic understanding of Generative AI, conversational AI, or chatbot testing is good to have
  • Strong analytical and problem-solving skills
  • Good communication and documentation skills
  • Ability to work collaboratively with QA, development, architecture, and business teams
  • Attention to detail and a quality-focused mindset
  • Ability to troubleshoot issues across multiple systems

Benefits:

  • Remote work options
  • Flexible work culture and hours
  • Potential travel commitment of up to 25% for certain roles
  • Company town halls and meetings
  • Team celebrations and social events
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