Contact Center Testing Engineer (Amazon Connect)

About the Role

As a Contact Center Testing Engineer, you will play a critical role in ensuring the quality, reliability, and performance of enterprise contact center solutions built on Amazon Connect and related technologies. You will work closely with business stakeholders, developers, solution architects, product owners, and operations teams to validate customer experiences across voice and digital channels.

The ideal candidate will possess strong experience in contact center testing, quality assurance methodologies, Amazon Connect platforms, IVR testing, and integration testing.

Work Model

This role is based in Toronto, Ontario and follows a hybrid work arrangement, requiring employees to work onsite two (2) days per week and remotely three (3) days per week, subject to business and client requirements.

We believe hybrid work is the way forward as we strive to provide flexibility wherever possible while fostering collaboration, innovation, and professional growth.

Work Authorization

Candidates must be legally authorized to work in Canada without the need for employer sponsorship now or at any time in the future.

In This Role, You Will

• Design, develop, and execute test strategies, test plans, and test cases for contact center transformation initiatives.
• Validate Amazon Connect functionality, including contact flows, routing profiles, queues, call routing logic, agent experiences, and customer journeys.
• Perform functional, integration, system, regression, and end-to-end testing across contact center applications and platforms.
• Test IVR workflows, CTI integrations, CRM integrations, customer self-service capabilities, and omnichannel communication channels.
• Identify, document, prioritize, and track defects through resolution while ensuring appropriate root cause analysis.
• Collaborate with business and technical teams to understand requirements and deliver high-quality solutions.
• Support User Acceptance Testing (UAT) and production validation activities.
• Participate in Agile ceremonies, including sprint planning, reviews, retrospectives, and defect triage sessions.
• Prepare and communicate testing status reports, quality metrics, risks, and recommendations to stakeholders.
• Ensure all testing activities adhere to established quality standards, processes, and project timelines.

What You Need to Have to Be Considered

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent professional experience.
• 3+ years of experience in Quality Assurance and software testing.
• Hands-on experience testing cloud-based contact center platforms, preferably Amazon Connect.
• Strong experience in IVR testing, call flow validation, routing testing, and contact center application testing.
• Experience testing CRM, telephony, APIs, middleware, and third-party system integrations.
• Knowledge of software testing methodologies, defect management processes, and test lifecycle management tools.
• Experience working within Agile delivery environments.
• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to collaborate effectively with cross-functional and geographically dispersed teams.

Preferred Qualifications

• Experience supporting contact center migration or transformation programs.
• Knowledge of chatbot testing and conversational AI solutions.
• Exposure to test automation tools and frameworks.
• Understanding of customer experience (CX) platforms and digital engagement channels.
• Amazon Connect certification or related cloud certifications.
• Experience within Banking, Financial Services, Insurance, Telecommunications, Retail, or Healthcare industries.

Salary and Other Compensation

The annual salary for this position is CAD $60,300 - $95,500, depending on experience, qualifications, skills, location, and other business considerations.

Eligible candidates may also be considered for discretionary bonuses and additional compensation programs where applicable.

In addition to base pay, employees are eligible for a comprehensive benefits package that may include:

• Medical, dental, and vision coverage
• Life and disability insurance
• Retirement savings programs
• Paid time off and company holidays
• Employee assistance programs
• Learning and development opportunities
• Wellness and recognition programs