Inviting applications for the role of Senior Principal Consultant - QA (Contact Center & Agentic Application Testing)

We are looking for a seasoned QA Lead Consultant with deep expertise in Amazon Connect and AI-driven (Agentic) applications. This role will lead quality engineering efforts for cloud-based contact center solutions and autonomous conversational systems, ensuring seamless customer experience, scalability, and reliability.

Responsibilities

Define and drive QA strategy for Amazon Connect implementations and AI-driven systems

Collaborate with stakeholders (Product, Dev, Ops, Business) to align testing with business goals

Validate end-to-end call flows within Amazon Connect (inbound/outbound)

Test IVR workflows using Contact Flows, Lambda integrations, and routing profiles

Validate integrations with AWS services like AWS Lambda, Amazon Lex, and Amazon CloudWatch

Perform testing of:

Call routing, queue management, and agent assignment

Agent workspace (CCP - Contact Control Panel)

Omni-channel support (voice, chat, tasks)

Validate CRM integrations (Salesforce, ServiceNow, etc.)

Design QA strategies for AI-powered agents (chatbots, voice bots)

Test conversational flows built on Amazon Lex or other LLM frameworks

Perform prompt testing and LLM evaluation (hallucination, bias, fallback scenarios)

Validate human-in-the-loop and escalation workflows

Conduct load and stress testing for concurrent calls and chat sessions

Validate system performance under peak traffic and failover scenarios

Monitor logs and metrics using Amazon CloudWatch

Qualifications we seek in you!

Minimum Qualifications

BE/BTECH/MCA

Must have proven record of service improvements and excellent customer relationship management.

Preferred Qualifications/ Skills

Strong expertise in test planning, execution, and defect lifecycle management

Hands-on experience with any automation tools (Selenium, Playwright, Cypress)

API testing experience (Postman, REST Assured)

Strong hands-on experience with Amazon Connect

Knowledge of:

Contact Flows, Routing Profiles, Queues

CCP (Contact Control Panel)

AWS integrations (Lambda, Lex, S3, DynamoDB)

Understanding of cloud-native architecture in AWS

Experience testing AI/ML or LLM-based applications

Understanding of conversational AI testing methodologies

Key Competencies:

Strong analytical and debugging skills

Agile/Scrum experience

Excellent communication and stakeholder management

Collaboration and teamwork

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