Job Description

Position 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.

Job Responsibilities:

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

Basic 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

Amazon Connect

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

AI & Conversational Bot Testing

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

Testing Skills

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

Preferred Skills:

AWS Knowledge

Familiarity with AWS services commonly used with Amazon Connect:

AWS Lambda
API Gateway
DynamoDB
CloudWatch
S3

Technical Skills

Familiarity with React.js for UI validation
Familiarity with Python for test scripting or automation
Experience using API testing tools such as Postman
Experience with Amazon Lex bots
Experience with QinConnect & AI Agents
Exposure to Contact Lens or analytics within Amazon Connect
Experience validating CRM integrations such as Salesforce
Exposure to basic test automation frameworks

Performance & Load Testing Awareness

Familiarity with concurrent call/chat load testing scenarios and basic load testing concepts
Understanding of queue behaviour under high load and ability to validate system stability during peak traffic scenarios

Communication & Collaboration

Ability to write clear, detailed bug reports with reproduction steps, logs, and supporting evidence
Experience working in Agile/Scrum teams, participating in sprint planning, stand-ups, and retrospectives
Proactive communication with developers, product stakeholders, and cross-functional teams to drive issue resolution

We are proud to offer a competitive salary alongside a strong insurance package. We pride ourselves on the growth of our employees, offering extensive learning and development resources