Senior QA Engineer - Remote, AI/CCaaS Testing

Caylent; United States; Remote; USD 140,000 - 180,000; Full time

Benefits offered by this job

100% remote work

Generous holidays and flexible PTO

Competitive phantom equity

Paid for exams and certifications

Peer bonus awards

State of the art laptop and tools

Equipment & Office Stipend

Individual professional development

Job summary

Caylent, a fully remote AI-first cloud services company, seeks an Senior QA/Test Engineer focused on Amazon Connect and CCaaS. You will design test strategies, validate migrations, and develop automation across UI, API, and serverless backends, while collaborating with engineers to enhance Caylent’s QA practice and support production readiness.

You will run UAT sessions with customer stakeholders, mentor junior QA engineers, and contribute reusable test assets to the CXE practice, while ensuring

Qualifications

• 8+ years of QA/test engineering experience, including 3+ years testing contact center, CCaaS, or IVR/voice platforms
• Hands-on experience with Amazon Connect or a comparable CCaaS platform: contact flows, routing, Cases/Tasks, and reporting
• Proficiency with automated testing frameworks (Playwright E2E and API tests, Cypress, Selenium) for unit, integration, and E2E testing
• 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 workflows

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
• Hands-on experience with web application and web automation testing
• Build, maintain, and execute manual and automated IVR test suites, using tools such as Cyara, Hammer, or Botium (preferred)
• Build, maintain, and execute manual and automated web application test suites, using frameworks such as Cypress, Selenium, or Playwright (preferred)
• Build and maintain manual and automated test suites: Playwright E2E and API tests, Cypress, Selenium, integration tests against live Amazon Connect instances, and end-to-end tests of Amazon connect call flows
• Test custom Agent Workspace experiences (Amazon Connect, Agent Assist)
• Validate serverless, event-driven backends (Lambda, EventBridge, Step Functions, SQS/SNS, DynamoDB, Kinesis) with integration and contract tests

Skills

QA/test engineering

Amazon Connect

CCaaS

CI/CD

UAT facilitation

Web automation testing

Automation frameworks

Defect triage

Tools

Playwright

Cypress

Selenium

Cyara

Hammer

Job description

Caylent, a fully remote AI-first cloud services company, seeks an Senior QA/Test Engineer focused on Amazon Connect and CCaaS. You will design test strategies, validate migrations, and develop automation across UI, API, and serverless backends, while collaborating with engineers to enhance Caylent’s QA practice and support production readiness.

You will run UAT sessions with customer stakeholders, mentor junior QA engineers, and contribute reusable test assets to the CXE practice, while ensuring