Senior QA Engineer

• Design and execute test strategies for Amazon Connect implementations covering contact flows, routing logic, IVR/self-service, Cases/Tasks workflows, and Contact Lens configurations
• Build test plans validating AI agent behavior, including intent recognition, escalation paths, barge-in/fallback handling, hallucination guardrails, and multilingual/SSML voice interactions
• Validate legacy-to-Connect migrations through parallel-run testing, flow conversion verification, and data migration validation
• Define and track quality metrics and report release readiness to delivery leads and customer stakeholders
• Build, maintain, and execute manual and automated IVR and web application test suites
• Perform Playwright E2E/API, Cypress, Selenium, integration, contract, and end-to-end testing against Amazon Connect and serverless backends
• Test custom Agent Workspace experiences
• Validate event-driven AWS backends
• Execute phased rollout and cutover validation for live contact centers
• Verify CloudWatch monitoring and alerting coverage before go-live
• Participate in production incident triage, reproduce defects, and validate fixes
• Perform security and compliance validation, including IAM, DevSecOps scans, and encryption standards
• Partner with engineers to shift testing left and review acceptance criteria
• Run UAT sessions with customer stakeholders and drive defects to resolution
• Contribute reusable automated suites, test data sets, and QA checklists
• Mentor junior QA engineers on contact center testing patterns and quality standards

• 8+ years of QA/test engineering experience, including 3+ years testing contact center, CCaaS, or IVR/voice platforms
• Hands-on experience with Amazon Connect or a comparable CCaaS platform: contact flows, routing, Cases/Tasks, and reporting
• Proficiency with automated testing frameworks (Playwright E2E and API tests, Cypress, Selenium) for unit, integration, and E2E testing
• Experience testing serverless/event-driven AWS architectures (Lambda, API Gateway, DynamoDB, Step Functions)
• Working knowledge of conversational AI / voice testing considerations: intent accuracy, latency, fallback behavior
• Strong defect documentation and triage skills; comfortable running UAT sessions with business and technical stakeholders
• Familiarity with CI/CD pipelines (GitHub Actions) and integrating automated tests into deployment workflows
• Current legal authorization to work in Mexico; Caylent is not able to sponsor visa or work permit applications
• Preferred: Contact center migration testing experience (Avaya, Genesys, Connect, NICE)
• Preferred: Experience with AI observability/trace validation or accessibility engineering
• Preferred: AWS certifications
• Preferred: Contact center operations fluency
• Preferred: Consulting or client-delivery background
• Preferred: Hands-on experience with Cyara or Botium

• 100% remote work
• Medical Insurance for you and eligible dependents
• Generous holidays and flexible PTO
• Competitive phantom equity
• Paid for exams and certifications
• Peer bonus awards
• State of the art laptop and tools
• Equipment & Office Stipend
• Individual professional development plan
• Annual stipend for Learning and Development
• Work with an amazing worldwide team and in an incredible corporate culture