Senior QA Engineer - CCaaS/AI Testing (Remote)

Caylent; United States; On-site; USD 95,000 - 119,000; Full time

Benefits offered by this job

Medical insurance for you and eligible

401k with company match

Phantom equity

Company-issued laptop

Dental and vision insurance

Term disability and life insurance

Flexible Spending Account

Equipment and office 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 tech to design and run robust test strategies across flows, routing, IVR, and AI agents. You will build manual and automated suites (Playwright, Cypress, Selenium) and validate migrations, ensuring production readiness and smooth cutovers in live centers.

Collaborate with engineers to shift testing left, run UAT with customers, and contribute reusable test assets while mentoring junior QA engineers in

Qualifications

• 8+ years of QA/test engineering experience, including 1+ years testing contact center, CCaaS, or IVR/voice platforms.
• Hands-on experience with Amazon Connect or a comparable CCaaS platform.
• Proficiency with automated testing frameworks (Playwright E2E and API tests, Cypress, Selenium).
• Experience testing serverless/event-driven AWS architectures (Lambda, API Gateway, DynamoDB, Step Functions).
• Working knowledge of conversational AI/voice testing considerations: intent accuracy, latency, fallback behavior.
• Strong defect documentation and triage skills; comfortable running UAT sessions with business and technical stakeholders.
• Familiarity with CI/CD pipelines (GitHub Actions) and integrating automated tests into deployment workflow.

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.

Skills

QA/testing

Amazon Connect/CCaaS

Playwright

Cypress

Selenium

GitHub Actions

UAT facilitation

Test strategy

Tools

Playwright

Cypress

Selenium

Job description

Caylent is seeking a Senior QA/Test Engineer specializing in Amazon Connect and contact center tech to design and run robust test strategies across flows, routing, IVR, and AI agents. You will build manual and automated suites (Playwright, Cypress, Selenium) and validate migrations, ensuring production readiness and smooth cutovers in live centers.

Collaborate with engineers to shift testing left, run UAT with customers, and contribute reusable test assets while mentoring junior QA engineers in