Sr. QA Consultant, Amazon Connect / Contact Center QA

Overview

Sr. QA Consultant focused on Amazon Connect and contact center QA, supporting complex cloud contact center implementations including IVR, omnichannel, and related integrations.

What you'll do

• Design and execute functional, integration, regression, and UAT test scenarios for Amazon Connect contact centers and complex IVRs.
• Convert Lucidchart/Visio IVR flow diagrams and requirements into detailed test scripts with complete branch/path coverage.
• Test telephony and contact center scenarios including DTMF, speech/ASR, routing profiles, queues, agent states, and call recording/transcription.
• Perform end-to-end API and integration testing across Amazon Connect, Salesforce, and third-party systems.
• Validate chat and omnichannel customer journeys and test conversational/generative AI experiences.
• Coordinate with stakeholders, lead defect triage through closure, and prepare release/go-no-go recommendations.

What you'll need

• 5+ years of overall QA/testing experience.
• 3+ years in contact center, CTI, IVR, telephony, or cloud contact center platforms.
• Hands-on Amazon Connect testing experience, preferably with complex IVR and self-service implementations.
• Ability to convert Lucidchart/Visio IVR designs into comprehensive functional test scripts.
• Strong understanding of IVR/ACD routing, DTMF/ASR, PSTN/DID/toll-free, call recording, and transcription.
• Hands-on experience with Amazon Connect Admin workspace and AWS Console including Lambda, DynamoDB, S3, Lex, and Contact Flows.
• API/integration testing experience using Postman, SoapUI, or REST-assured (or equivalent).

Details

• Location: Remote - Colombia.
• Travel up to 25% for certain roles.