Senior QA Engineer

Location: Northern

4. Senior QA Engineer# Senior QA Engineer## Description Caylent is an AI-first cloud services company that helps organizations turn ambitious ideas into meaningful business impact. As an AWS Premier Tier Services Partner and a charter member of Anthropic's Claude Partner Network, we combine deep expertise in AWS, artificial intelligence, and Anthropic's Claude platform to help customers modernize their technology, build intelligent products, and move AI from experimentation into production.

Our capabilities span generative and agentic AI, cloud migration and modernization, cloud-native application development, data and analytics, Dev Ops, managed services, security and compliance, and customer experience transformation. At Caylent, our people always come first.

We are a fully remote global company with employees in Canada, the United States and Latin America. We celebrate the culture of each of our team members and foster a community of technological curiosity. Come talk to us to learn more about what it means to be a Caylien!

The Mission This role is a Senior QA/Test Engineer specializing in Amazon Connect and contact center technology, responsible for designing and executing comprehensive test strategies across contact flows, routing, IVR/self-service, and AI-driven conversational agents. They validate legacy-to-Connect migrations, build and maintain manual and automated test suites (Playwright, Cypress, Selenium) spanning UI, API, and serverless backend components, and ensure production readiness through cutover validation, monitoring verification, and incident triage.

Beyond hands-on testing, they partner with engineers to shift quality left, run UAT sessions with customer stakeholders, and contribute reusable test assets and mentorship to strengthen Caylent's contact center QA practice.

Your Assignment Test Strategy & Contact Center Quality
- 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

Manual, Automated & Full-Stack Testing
- 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, Event Bridge, Step Functions, SQS/SNS, DynamoDB, Kinesis) with integration and contract tests

Production Readiness & Operations
- 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 (Cloud Watch 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, Dev Sec Ops  scan review, and encryption standard verification

Collaboration & Practice Contribution
- 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

Your 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: contact flows, routing, Cases/Tasks, and reporting
- Proficiency with automated testing frameworks (Playwright E2E and API tests,…