The role of Amazon Connect Tester is to ensure the quality, reliability, and performance of our cloud-based contact center solutions. The ideal candidate will have hands-on experience in testing Amazon Connect implementations, validating contact flows, and integrating AWS services. This role requires both manual and automated testing skills, with a strong understanding of telephony, customer journey flows, and cloud infrastructure.

Key Responsibilities

• Test Amazon Connect contact flows, routing logic, call recording, chat, and IVR features for accuracy and functionality.
• Validate integration between Amazon Connect and external systems (e.g., CRMs, databases, Lambda functions, Lex bots).
• Perform end-to-end testing of customer interactions including voice, chat, and call transfers.
• Create, maintain, and execute test cases, test scripts, and test plans.
• Conduct regression, smoke, and user acceptance testing (UAT) for all Amazon Connect-related changes.
• Verify data accuracy in reporting and analytics tools such as Contact Lens, CloudWatch, and Kinesis.
• Collaborate with developers and business analysts to troubleshoot issues and ensure smooth deployment.
• Log defects, track bugs, and verify fixes using tools like Jira, TestRail, or similar.
• Monitor real-time performance and conduct load or performance testing when necessary.
• Ensure all testing aligns with compliance, security, and data privacy standards.

Required Skills & Qualifications

• 2+ years of experience in QA/testing with cloud-based applications, preferably Amazon Connect or similar contact center solutions.
• Strong understanding of contact center operations, IVR testing, and telephony flows.
• Familiarity with AWS services such as Lambda, DynamoDB, CloudWatch, S3.
• Hands-on experience with manual testing, and exposure to automated testing frameworks is a plus.
• Experience working with Lex bots, CTI integrations, and CRM platforms like Salesforce or Zendesk is preferred.
• Excellent analytical, problem-solving, and documentation skills.
• Strong communication skills to work with both technical and non-technical stakeholders.

Preferred Qualifications

• Familiarity with Amazon Connect Streams API or Connect SDK.
• Basic scripting knowledge (e.g., Python, JavaScript) for automation or API testing.
• Experience with performance testing tools (e.g., JMeter, LoadRunner).
• AWS Certification (e.g., AWS Certified Cloud Practitioner or Developer) is a plus