Senior QA Engineer

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior QA Engineer based in Canada.

As a Senior QA Engineer, you will own quality across complex Amazon Connect and contact center technology implementations. You will design comprehensive testing strategies spanning contact flows, routing, IVR, self-service, and AI-powered conversational experiences. The role combines hands-on manual and automated testing across UI, APIs, integrations, and serverless AWS architectures. You will play a critical role in production readiness, validating migrations, monitoring, cutovers, and live contact center releases. Working closely with engineers and customer stakeholders, you will help shift quality left and identify risks before they impact users. You will also contribute reusable testing assets, lead UAT activities, and mentor other QA professionals. This is an opportunity to influence quality practices within a global, remote-first technology environment while working at the intersection of cloud, contact center, and AI technologies.

Accountabilities: Design and execute comprehensive QA strategies for Amazon Connect implementations, including contact flows, routing logic, IVR and self-service, Cases and Tasks workflows, and Contact Lens configurations.

Develop test plans for AI-driven conversational agents, validating intent recognition, escalation paths, fallback and barge-in behavior, latency, multilingual interactions, SSML voice experiences, and hallucination safeguards.

Validate contact center migrations from platforms such as Avaya, Genesys, NICE, and legacy Connect environments through parallel testing, flow verification, and data migration validation.

Build and maintain manual and automated test suites using Playwright, Cypress, and Selenium across UI, API, integration, and end-to-end scenarios.

Test custom agent workspace and Agent Assist experiences and validate serverless, event-driven AWS components such as Lambda, EventBridge, Step Functions, SQS/SNS, DynamoDB, and Kinesis.

Define and monitor quality metrics, including test coverage, defect density, escape rate, and release readiness, and communicate findings to delivery teams and customer stakeholders.

Execute production-readiness testing, phased rollout validation, and cutover testing for live contact center environments.

Verify monitoring and alerting coverage across voice, chat, tasks, queues, agents, Lambda services, and AI agents using tools such as CloudWatch.

Participate in production incident triage by reproducing defects, identifying root causes, and validating fixes across the contact center technology stack.

Perform security and compliance validation, including least-privilege IAM checks, DevSecOps scan reviews, and encryption-standard verification.

Partner with engineers throughout development to shift quality left by reviewing acceptance criteria, contributing to test design, and identifying risk areas early.

Lead UAT sessions with customer stakeholders, manage findings, and drive defects through resolution ahead of production releases.

Create reusable QA assets, including automated suites, test data, checklists, and testing patterns, while mentoring junior QA engineers.

Requirements

8+ years of professional QA or test engineering experience, including at least 1 year working with contact center, CCaaS, IVR, or voice platforms.

Hands-on experience with Amazon Connect or a comparable CCaaS platform, including contact flows, routing, Cases, Tasks, and reporting.

Strong proficiency with automated testing frameworks such as Playwright, Cypress, and Selenium, covering integration and end-to-end testing.

Experience testing serverless and event-driven AWS architectures, including Lambda, API Gateway, DynamoDB, and Step Functions.

Practical understanding of conversational AI and voice testing considerations, including intent accuracy, latency, escalation, and fallback behavior.

Experience with CI/CD pipelines and integrating automated tests into deployment workflows, preferably using GitHub Actions.

Strong defect documentation, investigation, and triage skills, with the ability to communicate clearly with both technical and business stakeholders.

Comfortable facilitating UAT sessions and working directly with customers and cross-functional teams.

Experience with contact center migration testing across platforms such as Avaya, Genesys, NICE, or similar technologies is an advantage.

Familiarity with AI observability and trace validation, including agent spans and token or cost attribution, is a plus.

Experience with accessibility engineering and contact center operations, including quality management, outbound compliance, and CX KPIs, is beneficial.

AWS certifications such as Solutions Architect, Developer, or ML/Connect-related certifications are advantageous.

Consulting or client-delivery experience is preferred.

Strong collaboration, analytical, troubleshooting, communication, and mentoring skills.

Ability to work full-time during UK business hours.

Must be legally authorized to work in Canada without employer-sponsored work authorization; visa sponsorship is not available.

Benefits

CAD $106,000–$132,000 annual base salary , commensurate with experience and qualifications.

Potential additional compensation through bonuses, commissions, equity, and other incentives, depending on the role and individual or company performance.

100% remote work.

Equitable Life hybrid benefits plan.

100% premium coverage for employees and dependents.

Competitive phantom equity.

Long-term disability coverage.

4% employer pension contribution match.

Unlimited vacation, sick leave, and paid holidays.

Paid parental leave.

Company-paid professional exams and certifications.

Peer bonus and recognition awards.

State-of-the-art laptop and professional tools.

Equipment and home-office stipend.

Individual professional development plan.

Annual learning and development stipend.

Opportunity to work with a global team in a collaborative and inclusive environment.

How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best!  Why Apply Through Jobgether?    Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.     #LI-CL1