Amazon Connect QA Tester (Voice & Chat)

Position Overview:

We are looking for a Mid-Level Tester with strong knowledge of Amazon Connect to validate and ensure the quality of our cloud-based contact center solutions. The primary focus of this role is testing voice and chat channels, ensuring reliable customer and agent interactions across Amazon Connect workflows.

ShyftLabs is a growing data product company that was founded in early 2020 and works primarily with Fortune 500 companies. We deliver digital solutions built to help accelerate the growth of businesses in various industries, by focusing on creating value through innovation.

Job Responsibilities::
Amazon Connect Voice & Chat Testing

• Test and validate Amazon Connect contact flows for both voice and chat channels.

• Verify correct functioning of IVR prompts, menu navigation, routing rules, and agent transfers.

• Validate chat workflows, including chat initiation, agent assignment, and session handling.

• Test contact attributes and session attributes to ensure proper data flow across interactions.

• Verify queue routing, priority handling, and escalation scenarios.

• Validate behavior during timeouts, disconnections, fallback flows, and error scenarios.

End-to-End Customer Journey Testing

• Perform end-to-end testing of customer interaction journeys, including:

• IVR navigation

• Queue routing

• Agent connection

• Chat interactions

• Routing Profiles

• Security Profiles

• HOOP

• Lex Bots

• QinConnect

• AI Agents

• Validate integration between Amazon Connect, Lambda functions,Frontend and backend systems.

• Ensure correct data exchange between contact flows and external systems.

Integration & AWS Validation

• Support validation of integrations with AWS services commonly used with Amazon Connect, such as:

• AWS Lambda

• API Gateway

• DynamoDB

• S3

• CloudWatch

• Review logs and system behaviour to help identify and troubleshoot issues during testing.

• Verify API responses and backend data consistency during interactions.

UI & Interaction Testing

• Test customer-facing and agent-facing web applications used for voice or chat interactions.

• Validate UI functionality related to chat sessions, agent workflows, and interaction controls.

• Identify usability issues that may affect customer or agent experience.

Test Documentation & Defect Management

• Create and maintain test cases, test scenarios, and test plans.

• Execute functional, integration, and regression testing cycles.

• Document defects clearly and collaborate with developers to resolve them.

• Provide test evidence and quality reports for releases.

Basic Qualifications::
• Bachelor’s degree in Computer Science, Engineering, or related field.

• 3–6 years of experience in software testing.

• Hands-on experience testing Amazon Connect voice or chat solutions.

• Strong troubleshooting and analytical skills.

Amazon Connect

• Hands-on experience with Amazon Connect implementations.

• Strong understanding of:

• Contact flows

• IVR routing logic

• Voice and chat workflows

• Contact attributes and session attributes

• Queue and agent routing behaviour Routing Profiles

• Security Profiles

• HOOP

• Lex Bots

AI & Conversational Bot Testing

• Experience testing AI-powered conversational flows within Amazon Connect and Amazon Lex, including validation of natural language understanding (NLU) accuracy, intent recognition, and slot-filling behavior across diverse customer inputs.

• Familiarity with testing Amazon Q in Connect (AI Agent assist), including validating real-time agent recommendations, knowledge base responses, and the accuracy of AI-generated suggestions surfaced during live voice and chat interactions.

• Ability to design test cases that cover edge cases in conversational AI — ambiguous inputs, fallback handling, multi-turn dialogue context, and language variations — ensuring the bot degrades gracefully and escalates to a human agent when appropriate.

• Experience validating the end-to-end AI interaction flow, from customer utterance through Lex NLU processing, Lambda fulfillment, and response delivery via Amazon Connect — confirming correct data passing, session attributes, and response latency.

• Understanding of how to evaluate AI response quality, including relevance, tone, and accuracy against a defined knowledge base or FAQ source, and the ability to flag hallucinations or off-topic responses.

Testing Skills

• Experience performing:

• Functional testing

• Integration testing

• End-to-end workflow testing

• Regression testing

• Experience testing contact center or AI powered IVR platforms is highly desirable.

Preferred Skills::
AWS Knowledge

• Familiarity with AWS services commonly used with Amazon Connect:

• AWS Lambda

• API Gateway

• DynamoDB

• CloudWatch

• S3

Technical Skills

• Familiarity with React.js for UI validation.

• Familiarity with Python for test scripting or automation.

• Experience using API testing tools such as Postman

• Experience with Amazon Lex bots.

• Experience with QinConnect & AI Agents

• Exposure to Contact Lens or analytics within Amazon Connect.

• Experience validating CRM integrations such as Salesforce.

• Exposure to basic test automation frameworks.

Performance & Load Testing Awareness

• Familiarity with concurrent call/chat load testing scenarios and basic load testing concepts.

• Understanding of queue behaviour under high load and ability to validate system stability during peak traffic scenarios.

Communication & Collaboration

• Ability to write clear, detailed bug reports with reproduction steps, logs, and supporting evidence.

• Experience working in Agile/Scrum teams, participating in sprint planning, stand-ups, and retrospectives.

• Proactive communication with developers, product stakeholders, and cross-functional teams to drive issue resolution.

We are proud to offer a competitive salary alongside a strong insurance package. We pride ourselves on the growth of our employees, offering extensive learning and development resources