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.
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📌 Senior Qa Engineer - Amazon Connect, Aws & Servicenow (New South Wales)
🏢 N2S.Global
📍 New South Wales