Role Summary

We are looking for a Senior QA Engineer with hands-on quality assurance experience to support an enterprise AWS Connect modernization program. The role will be based onsite in Sydney and will focus on end-to-end testing of Amazon Connect migration, IVR/contact flows, IVA/voice bot journeys, Voice-to-Voice translation, ServiceNow/Nexthink/Ping integrations, performance, security, UAT, production validation, and hypercare support. The ideal candidate should be strong in test planning, integration testing, API validation, defect governance, stakeholder coordination, and customer-facing delivery.

Key Responsibilities

- Own and drive QA activities across discovery, design validation, build, SIT, UAT, go-live validation, and hypercare phases.
- Prepare test strategy, test plan, test scenarios, test cases, test data approach, traceability matrix, and test execution reports.
- Validate Amazon Connect migration scope including agents, queues, routing profiles, security profiles, call flows, contact flows, recordings/transcripts, and configuration parity.
- Test IVR/contact flows, skill-based routing, language-based routing, priority routing, callbacks, transfers, conferencing, queue behaviour, and fallback paths.
- Validate IVA/voice bot journeys including intent recognition, slot filling, multilingual scenarios, authentication handoff, ticket status, password reset flows, fallback to agent, and escalation scenarios.
- Test Voice-to-Voice translation flows including speech-to-text, translation, text-to-speech, language switching, latency, accuracy, fallback to Lex, and live-agent handoff scenarios.
- Perform API and integration testing for ServiceNow, Nexthink Spark, Ping/Saviynt SSO, Lambda, API Gateway, EventBridge, and other enterprise integrations.
- Coordinate SIT and UAT execution with business users, customer SMEs, technical teams, and offshore QA/development teams.
- Track, triage, prioritize, and report defects using Jira or equivalent tools; ensure timely closure and retesting of critical and major defects.
- Support performance testing, security testing, compliance validation, production smoke testing, release readiness, and hypercare issue triage.
- Create clear daily/weekly QA status reporting covering progress, defect trends, risks, blockers, and test coverage.
- Ensure requirement-to-design-to-build-to-test traceability is maintained and aligned with acceptance criteria.

Required Technical Skills





- Strong QA experience in enterprise application, integration, cloud, or contact center transformation programs.
- Hands-on experience in test strategy, test planning, SIT, UAT, regression testing, smoke testing, production validation, and defect management.
- Experience with contact center testing, preferably Amazon Connect, IVR, routing, agent desktop, call recording, transcription, and queue management.
- Robust API testing experience using Postman, Swagger/OpenAPI, REST clients, or equivalent tools.
- Good understanding of AWS services such as Amazon Connect, Lambda, API Gateway, CloudWatch, S3, IAM, KMS, EventBridge, Transcribe, Translate, Polly, and Lex.
- Experience testing integrations with ServiceNow, identity/SSO systems, enterprise APIs, and monitoring/logging platforms.
- Experience with Jira, Zephyr, Xray, TestRail, ALM, or equivalent test and defect management tools.
- Ability to validate logs, API responses, error handling, retry behaviour, and end-to-end transaction flows.
- Strong understanding of Agile/Scrum ceremonies, sprint testing, release readiness, and cutover validation.
- Excellent documentation, reporting, stakeholder communication, and customer-facing skills.

Project-Specific Experience Preferred

- Experience testing AWS Connect migration, contact flow migration, queue/routing profile migration, and agent onboarding.
- Experience validating IVA/voice bot solutions using Amazon Lex, Nova Sonic or similar conversational AI technologies.
- Experience testing real-time Voice-to-Voice translation solutions involving Amazon Transcribe, Amazon Translate, Amazon Polly, and Amazon Connect integration.
- Experience with multilingual testing, language validation, latency validation, translation quality validation, and language SME coordination.
- Experience testing ServiceNow ticket create/update/status flows, Nexthink diagnostic flows, and Ping/Saviynt authentication/SSO flows.
- Exposure to healthcare/pharma, regulated enterprises, global service desk operations, or 24x7 managed services programs.




- Experience supporting production go-live, war room, hypercare, defect triage, and operational readiness.

Required Qualifications

- Overall QA/testing experience in enterprise technology programs.
- Experience in integration testing, API testing, or cloud-based platform testing.
- Experience working onsite with customer stakeholders and distributed offshore teams.
- Strong analytical, problem-solving, communication, ownership, and stakeholder management skills.
- Bachelor degree in Computer Science, Engineering, Information Technology, or equivalent experience.

Expected Testing Scope

- Functional Testing: IVR flows, routing logic, callbacks, transfers, multilingual IVA scenarios, and ticket creation flows.
- Integration Testing: Lambda, API Gateway, ServiceNow, Nexthink, Ping/Saviynt, Contact Lens, transcription, analytics, and data streaming where applicable.
- AI/IVA Testing: intent detection, slot filling, authentication flows, fallback to agents, and unsupported-language handling.
- V2V Testing: speech-to-text, translation, text-to-speech pipeline, language switching, accuracy, latency, and live-agent handoff.
- Migration Testing: agent profiles, queues, routing profiles, call-flow parity, recording/transcript availability, and cutover validation.
- Performance/Security Testing: load, latency, availability, SSO, access control, audit logging, and data residency validation.
- UAT: business-critical journeys such as password reset, ticket creation, multilingual V2V calls, and production readiness scenarios.

Success Criteria for the Role

- Comprehensive test strategy and test plan are created, reviewed, and approved.
- Requirements are mapped to test cases through a clear traceability matrix.
- SIT is executed with strong defect governance and critical/major defects are resolved or formally accepted.
- UAT is coordinated effectively with business stakeholders and formal business signoff is obtained.
- V2V, IVA, migration, and integrations are validated against agreed acceptance criteria.
- Production smoke testing and hypercare QA support are completed successfully.

Preferred Certifications

- ISTQB Foundation / Advanced certification
- AWS Cloud Practitioner or AWS Associate-level certification
- Agile / Scrum certification
- ITIL Foundation certification
- API testing or automation testing certification is a plus

📌 Senior QA Engineer - Amazon Connect, AWS & ServiceNow (Sydney)
🏢 N2S.Global
📍 Sydney