Senior Principal Consultant – QA (Contact Center %26 Agentic Application Testing)

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