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Added 35 mins ago
Senior Rock Mechanics Engineer
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Based in Vancouver, Calgary, or Saskatoon, you will contribute as a Senior Rock Mechanics Engineer within WSP's Mine Stability and Water team. You will provide technical leadership across a…
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Aviation Pavement Engineer
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Cognizant

Contact Center Testing Engineer (Amazon Connect)

Toronto, ON, Canada

$60,300 to $95,500 CAD / year · Full-time

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Applications open in a new tab.

Job details

Pay: $60,300 to $95,500 CAD / year
Job type: Full-time
Apply by: Nov 13, 2026
Experience: 3+ years of experience in Quality Assurance and software testing.
Posting language: English
Posted: Oct 14, 2026

Original job description

About The Role

As a Contact Center Testing Engineer, you will play a critical role in ensuring the quality, reliability, and performance of enterprise contact center solutions built on Amazon Connect and related technologies. You will work closely with business stakeholders, developers, solution architects, product owners, and operations teams to validate customer experiences across voice and digital channels.

The ideal candidate will possess strong experience in contact center testing, quality assurance methodologies, Amazon Connect platforms, IVR testing, and integration testing.

Work Model

This role is based in Toronto, Ontario and follows a hybrid work arrangement, requiring employees to work onsite two (2) days per week and remotely three (3) days per week, subject to business and client requirements.

We believe hybrid work is the way forward as we strive to provide flexibility wherever possible while fostering collaboration, innovation, and professional growth.

Work Authorization

Candidates must be legally authorized to work in Canada without the need for employer sponsorship now or at any time in the future.

In This Role, You Will

Design, develop, and execute test strategies, test plans, and test cases for contact center transformation initiatives.
Validate Amazon Connect functionality, including contact flows, routing profiles, queues, call routing logic, agent experiences, and customer journeys.
Perform functional, integration, system, regression, and end-to-end testing across contact center applications and platforms.
Test IVR workflows, CTI integrations, CRM integrations, customer self-service capabilities, and omnichannel communication channels.
Identify, document, prioritize, and track defects through resolution while ensuring appropriate root cause analysis.
Collaborate with business and technical teams to understand requirements and deliver high-quality solutions.
Support User Acceptance Testing (UAT) and production validation activities.
Participate in Agile ceremonies, including sprint planning, reviews, retrospectives, and defect triage sessions.
Prepare and communicate testing status reports, quality metrics, risks, and recommendations to stakeholders.
Ensure all testing activities adhere to established quality standards, processes, and project timelines.

What You Need To Have To Be Considered

Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent professional experience.
3+ years of experience in Quality Assurance and software testing.
Hands-on experience testing cloud-based contact center platforms, preferably Amazon Connect.
Strong experience in IVR testing, call flow validation, routing testing, and contact center application testing.
Experience testing CRM, telephony, APIs, middleware, and third-party system integrations.
Knowledge of software testing methodologies, defect management processes, and test lifecycle management tools.
Experience working within Agile delivery environments.
Strong analytical, troubleshooting, and problem-solving skills.
Excellent verbal and written communication skills.
Ability to collaborate effectively with cross-functional and geographically dispersed teams.

Preferred Qualifications

Experience supporting contact center migration or transformation programs.
Knowledge of chatbot testing and conversational AI solutions.
Exposure to test automation tools and frameworks.
Understanding of customer experience (CX) platforms and digital engagement channels.
Amazon Connect certification or related cloud certifications.
Experience within Banking, Financial Services, Insurance, Telecommunications, Retail, or Healthcare industries.

Salary And Other Compensation

The annual salary for this position is CAD $60,300 - $95,500, depending on experience, qualifications, skills, location, and other business considerations.

Eligible candidates may also be considered for discretionary bonuses and additional compensation programs where applicable.

In addition to base pay, employees are eligible for a comprehensive benefits package that may include:

Medical, dental, and vision coverage
Life and disability insurance
Retirement savings programs
Paid time off and company holidays
Employee assistance programs
Learning and development opportunities
Wellness and recognition programs

Apply About employer

More about this job

Responsibilities

Design and execute test strategies and test cases for contact center initiatives, validating Amazon Connect flows, routing, agent experiences, IVR, integrations, and omnichannel customer journeys. Track defects, support UAT and production validation, collaborate with cross-functional teams, and report testing progress, quality metrics, risks, and recommendations.

Requirements

Requires a bachelor's degree in a relevant field or equivalent experience, at least three years of QA and software testing experience, and hands-on testing of cloud contact center platforms, preferably Amazon Connect. Candidates should have experience with IVR, routing, CRM, telephony, API and third-party integrations, Agile delivery, test lifecycle tools, and strong analytical and communication skills.

Skills

Amazon Connect Testing
Quality Assurance
Software Testing
IVR Testing
Call Flow Validation
Call Routing
Integration Testing
CRM Integration Testing
API Testing
Telephony Testing
Test Strategy And Planning
Defect Management
Agile
User Acceptance Testing
Test Automation
Conversational AI Testing

Benefits

Medical Coverage
Dental Coverage
Vision Coverage
Life Insurance
Disability Insurance
Retirement Savings Programs
Paid Time Off
Company Holidays
Employee Assistance Programs
Learning And Development Opportunities
Wellness Programs
Recognition Programs

Visa sponsorship

Not detected in the job text

Keywords

Amazon Connect
Contact Center
Quality Assurance
Software Testing
IVR
Contact Flows
Routing Profiles
Queues
Call Routing
Agent Experience
Customer Journeys
Functional Testing
Integration Testing
System Testing
Regression Testing
End-To-End Testing
CTI
CRM
APIs
Middleware
Telephony
Omnichannel
User Acceptance Testing
Agile
Defect Management
Test Automation
Chatbots
Conversational AI
Customer Experience Platforms
Contact Center Transformation

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