Amazon Connect Qa Tester (voice & Chat)

Amazon Connect QA Tester (Voice & Chat)Noida, Uttar PradeshEngineering /Full-Time /Hybridapply for this jobPosition 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 TestingTest 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 TestingPerform end-to-end testing of customer interaction journeys, including:IVR navigationQueue routingAgent connectionChat interactionsRouting ProfilesSecurity ProfilesHOOPLex BotsQinConnectAI AgentsValidate integration between Amazon Connect, Lambda functions,Frontend and backend systems.Ensure correct data exchange between contact flows and external systems.Integration & AWS ValidationSupport validation of integrations with AWS services commonly used with Amazon Connect, such as:AWS LambdaAPI GatewayDynamoDBS3CloudWatchReview logs and system behaviour to help identify and troubleshoot issues during testing.Verify API responses and backend data consistency during interactions.UI & Interaction TestingTest 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 ManagementCreate 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 ConnectHands-on experience with Amazon Connect understanding of:Contact flowsIVR routing logicVoice and chat workflowsContact attributes and session attributesQueue and agent routing behaviour Routing ProfilesSecurity ProfilesHOOPLex BotsAI & Conversational Bot TestingExperience 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 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 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 SkillsExperience performing:Functional testingIntegration testingEnd-to-end workflow testingRegression testingExperience testing contact center or AI powered IVR platforms is highly desirable.Preferred Skills:AWS KnowledgeFamiliarity with AWS services commonly used with Amazon Connect:AWS LambdaAPI GatewayDynamoDBCloudWatchS3Technical SkillsFamiliarity with React.js for UI with Python for test scripting or using API testing tools such as PostmanExperience with Amazon Lex bots.Experience with QinConnect & AI AgentsExposure to Contact Lens or analytics within Amazon Connect.Experience validating CRM integrations such as Salesforce.Exposure to basic test automation frameworks. Performance & Load Testing AwarenessFamiliarity 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 & CollaborationAbility 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 resourcesapply for this job

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