Role 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.
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
Requirements
- Amazon Connect
- Software Testing
- IVR Testing
- Contact Flow Testing
- Voice and Chat Channel Testing
- Amazon Lex
- AI/Conversational Bot Testing
- Functional Testing
- Integration Testing
- Regression Testing
- End-to-End Testing
- Troubleshooting
- Analytical Skills
- Test Documentation
- Defect Management
Preferred Skills
- AWS Lambda
- API Gateway
- DynamoDB
- CloudWatch
- S3
- React.js
- Python
- Postman
- QinConnect
- Contact Lens
- Salesforce Integration Testing
- Test Automation
- Load Testing
- Agile/Scrum
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
- 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
- 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
- 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
Benefits
- Competitive salary
- Strong insurance package
- Extensive learning and development resources
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
