Senior QA (Amazon Connect)

- Experience: 5+ years
- Location: Noida - Onsite
- Major Skillsets - Amazon Connect + Salesforce SCV + API Testing + AWS GenAI
- Notice Period: Immediate

JD - We need to source senior QA resource(s) to test a cloud contact center solution built on Amazon Connect — covering a complex IVR with extensive self-service capabilities, Amazon Connect web/chat with agentic and generative AI features (Amazon Q in Connect and Amazon Bedrock), and telephony integrated with Salesforce Service Cloud Voice (SCV). The solution has multiple third-party integrations, so strong API integration testing is central to this role. The resource will translate IVR design artifacts into precise test scripts, own test data sourcing and mapping, coordinate across multiple vendors/stakeholders on E2E process flows, and drive execution, defect triage, and release sign-off across voice, chat, and self-service channels.

Must-Have Skills:

- 5+ years QA/testing overall, with 3+ years on contact center / CTI / telephony platforms.
- Hands-on Amazon Connect testing: complex IVR menus with heavy self-service (account lookups, payments, outage/status checks, authentication, etc.), contact flows, DTMF/speech (Amazon Lex), routing profiles, queues, transfer/hold/callback, error and timeout branches.
- Proven ability to read and source IVR design requirements from Lucidchart and/or Visio flow diagrams and translate them into clear, precise, functional IVR test scripts with full branch/path coverage.
- Test data gathering, sourcing, and mapping — identifying and preparing the right test data for each test script/scenario and maintaining explicit data-to-scenario traceability.
- Robust coordination and collaboration across multiple vendors and stakeholders to understand end-to-end business process flows and dependencies when testing the IVR.
- Strong hands-on experience with the Amazon Connect admin workspace and navigating the AWS Console across the services used to set up and configure an IVR on Amazon Connect — Lambda functions, DynamoDB, S3,



Lex bots, Contact Flows, and Contact Lens.
- Good working experience with the Amazon Connect Agent and Supervisor workspaces.
- Testing of Amazon Connect Chat and agentic / generative AI features — Amazon Q in Connect and Amazon Bedrock-powered experiences (chatbots, agent assist, generative responses, knowledge grounding, escalation/handoff to live agents).
- API integration testing across multiple third-party integrations: REST/SOAP validation, request/response and schema checks, data-dip/Lambda-backed flows, error and fallback handling; hands-on with API test tooling (e.g., Postman, SoapUI, or REST-assured).
- Hands-on Salesforce Service Cloud Voice testing: Connect↔SCV integration, softphone/Omni-Channel utility, CTI controls, screen pops, Voice Call records, real-time transcription.
- Telephony fundamentals: IVR, ACD/routing, DTMF, PSTN/toll-free/DID mapping, call recording/transcription.
- Test planning and execution: test plans, test cases, traceability to requirements, regression suites, defect lifecycle management.
- Defect/test management tooling (Jira, TestRail, QMetry, Zephyr, etc.).

Good-to-Have:

- Domain expertise in the US-based Utilities / Electric Power sector (strongly preferred) — familiarity with billing, outage management, service connect/disconnect, and CIS integrations.
- Experience validating generative AI outputs (accuracy, hallucination checks, prompt/response quality, guardrails).
- SOQL / Salesforce reporting; Amazon Connect metrics, Contact Lens analytics, or CloudWatch familiarity.
- Test automation for voice, chat, or API channels using Empirix Hammer or Cyara tools.
- Experience with Load, Performance and Security Testing.
- Multi-language IVR/chat testing.

Pay: Up to ₹1,500,000.00 per year

Application Question(s):

- Current CTC
- Expected CTC - Do not apply if your expected CTC is more than 15 LPA
- Notice Period - Do not apply if your notice period is more than 7 days

Experience:

- Senior QA (Amazon Connect): 5 years (Preferred)

Location:

- Noida, Uttar Pradesh (Noida) (Preferred)

Work Location: In person

📌 Senior QA (Amazon Connect) (Noida)
🏢 Talent Muscle
📍 Noida