Amazon Connect QA Engineer-Pan India

Job Summary

We are seeking a skilled Test Analyst with experience in Amazon Connect and cloud contact center platforms. The candidate will be responsible for planning, designing, executing, and automating test scenarios across voice, IVR, chat, routing, integrations, and customer experience workflows. The role requires close collaboration with business analysts, developers, solution architects, and operations teams to ensure high-quality delivery of Amazon Connect solutions.

Key Responsibilities

Test Planning & Execution

• Analyze business and functional requirements and prepare test strategies.
• Design and execute functional, integration, system, regression, and end-to-end test cases.
• Create and maintain test plans, test scenarios, and test data.
• Perform defect tracking, triage, retesting, and closure activities.
• Support UAT planning and execution.

Amazon Connect Testing

• Test Amazon Connect voice, IVR, routing, queues, and contact flows.
• Validate agent experiences, customer journeys, and call routing logic.
• Verify Amazon Lex intents, utterances, slots, and fulfillment processes.
• Test integrations with Lambda, API Gateway, CRM systems, and third-party applications.
• Validate Contact Lens, Customer Profiles, reporting, and analytics capabilities.

Automation Testing

• Develop and maintain automated test suites.
• Execute automation for regression and integration testing.
• Work with Cyara, Hammer, or similar contact center testing tools.
• Integrate automated testing into CI/CD pipelines.

AWS & Integration Validation

• Validate Lambda, Step Functions, API Gateway, DynamoDB, SQS, EventBridge, and Kinesis integrations.
• Verify data flow, event processing, and error handling scenarios.
• Test resiliency, failover, and recovery scenarios.

Quality Assurance & Reporting

• Ensure requirement traceability and test coverage.
• Prepare test execution reports and quality metrics.
• Collaborate with stakeholders to resolve quality issues.
• Support production deployments and hypercare activities.

Required Skills

Core Testing Skills

• Functional Testing
• Integration Testing
• System Testing
• Regression Testing
• End-to-End Testing
• Defect Management
• Test Case Design
• UAT Support

Amazon Connect Knowledge

• Contact Flows
• Routing Profiles and Queues
• Agent Workspace
• Contact Lens
• Customer Profiles
• Amazon Lex Integration
• AWS Lambda Integration
• Reporting and Analytics

Automation Tools

• Cyara (Mandatory)
• Hammer (Mandatory)
• Selenium or equivalent automation tools
• API Testing Tools (Postman, REST Assured)

AWS Services

• AWS Lambda
• API Gateway
• DynamoDB
• SQS
• EventBridge
• Kinesis
• CloudWatch

Tools

• Jira
• Confluence
• Azure DevOps (preferred)
• Postman
• Visio / Lucidchart

Preferred Qualifications

• Experience in Amazon Connect implementation or migration projects.
• AWS Cloud Practitioner or Associate-level certification is an advantage.
• Experience in Agile/Scrum delivery environments.
• Exposure to BFSI contact center transformation programs.