Remote Senior QA Engineer – AI/CCaaS & AWS

Caylent, Inc.; Northern (KY); Hybrid; USD 95,000 - 119,000; Full time

Benefits offered by this job

401(k) with company match up to 4%

Medical insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

Flexible Spending Account

Equipment stipend

Annual learning stipend

Unlimited paid time off

10 paid holidays

Job summary

Caylent is seeking a Senior QA/Test Engineer specializing in Amazon Connect and contact center technology to design and execute comprehensive test strategies across flows, routing, IVR, and AI-driven agents. You will build manual and automated test suites spanning UI, API, and serverless backends, ensuring production readiness and incident triage.

You will lead UAT sessions, define quality metrics, and mentor junior QA engineers while partnering with development to shift testing left in

Qualifications

• 8+ years of QA/test engineering experience, including 1+ years testing contact center, CCaaS, or IVR/voice platforms

Responsibilities

• 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
• Build and maintain manual and automated test suites: Playwright E2E and API tests, Cypress, Selenium, integration tests against live Amazon Connect instances
• Validate serverless, event-driven backends (Lambda, EventBridge, Step Functions, SQS/SNS, DynamoDB, Kinesis) with integration and contract tests
• 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
• Partner with engineers during development to shift testing left: pairing on test design, reviewing acceptance criteria, and flagging risk areas early
• Run UAT sessions with customer stakeholders, triage findings, and drive defects to resolution ahead of production cutovers
• Contribute reusable test assets (automated suites, test data sets, QA checklists) back to the CXE practice
• Mentor junior QA engineers on contact center testing patterns and Caylent's quality standards

Skills

QA/testing

UAT facilitation

Mentoring

Quality strategy

Tools

Playwright

Cypress

Selenium

API testing

Job description

Caylent is seeking a Senior QA/Test Engineer specializing in Amazon Connect and contact center technology to design and execute comprehensive test strategies across flows, routing, IVR, and AI-driven agents. You will build manual and automated test suites spanning UI, API, and serverless backends, ensuring production readiness and incident triage.

You will lead UAT sessions, define quality metrics, and mentor junior QA engineers while partnering with development to shift testing left in