PAAR SYSTEMS

QA Automation Lead

Amazon Connect Contact Centre Transformation

Role title

QA Automation Lead – Amazon Connect / Contact Centre Transformation

Employer

PAAR Systems

Location

Sydney– hybrid, with regular in office presence at client premises

Employment type

Contract

Experience

8+ years in software testing and quality engineering, including 3+ years leading automation, and hands-on Amazon Connect exposure

Reports to

Delivery Manager / Head of Quality Engineering

Team

Leads a squad of QA engineers and automation specialists across onshore and offshore teams

Eligibility

Full, unrestricted Australian working rights. Ability to obtain a police check and, where required, an Australian Government security clearance.

ABOUT THE ROLE

We are hiring a QA Automation Lead to own quality engineering on a major contact centre transformation, migrating a large legacy contact centre onto Amazon Connect. You will lead the test automation strategy and the team that delivers it.

Testing a contact centre is not testing a web application. A single customer journey crosses telephony, IVR and bot logic, contact flows, Lambda functions, CRM integrations, agent desktop and reporting — and a defect can be a wrong menu option, a dropped call, a two-second silence, or a Contact Trace Record that never lands in the data lake. You will need automation that covers all of it, and the judgement to know which layer each test belongs in.

This is a hands-on lead role. You will write and review framework code, not just plan the work. You will also be the person who tells a programme director, with evidence, whether the platform is ready to take live traffic.

WHAT YOU WILL DO

Strategy and leadership

Own the test strategy — define the approach across functional, integration, regression, performance, resilience, security and accessibility testing for the Amazon Connect platform and its integrations.

Lead the QA team — set direction for onshore and offshore QA engineers, allocate work, review output, coach on automation practice and grow the team's technical depth.





Define and hold quality gates — entry and exit criteria for SIT, UAT, performance and go-live, with defect governance and triage that keeps the programme honest about readiness.

Report quality credibly — coverage, pass rates, defect trends, automation ROI and release-readiness assessments, presented to client stakeholders and steering committees.

Shift quality left — embed testing into refinement and design so contact flows and integrations arrive testable, with acceptance criteria that mean something.

Hands-on automation

Build the voice and IVR automation suite — automated call generation, DTMF and speech input, menu path traversal, prompt and audio validation, and regression packs that run against every contact flow release.

Automate the Amazon Connect layer — contact flows and modules, routing profiles and queue behaviour, Amazon Lex intent recognition and confidence thresholds, agent workspace and Contact Control Panel behaviour, Cases, Tasks and omnichannel journeys across voice, chat and email.

Automate the integration layer — Lambda functions, REST and SOAP APIs, CRM connections (Salesforce, ServiceNow, Dynamics), event flows and data contracts, using API automation and service virtualisation where upstream systems are not available.

Validate the data and reporting layer — Contact Trace Records, agent event streams, Contact Lens outputs and downstream reporting, so operational dashboards can be trusted from day one.

Run performance and resilience testing — concurrent call and contact volume load, ramp and soak profiles, audio quality measurement (MOS, latency, jitter, packet loss), failover, degraded-mode and disaster recovery scenarios.

Wire automation into CI/CD — pipelines that execute the right suites on every change,



manage test data and environments, and surface failures fast enough for someone to act on them.

Cover the non-functionals — accessibility of the agent and customer experience (WCAG 2.2), security testing, and validation of PCI-DSS-aligned payment handling, sensitive-data redaction and call recording consent.

Support cutover — dress rehearsals, production verification testing, and hypercare defect triage through go-live and stabilisation.

WHAT YOU WILL BRING

Essential

8+ years in software testing and quality engineering, including at least 3 years leading QA or automation teams.

Hands-on Amazon Connect experience — you have tested contact flows, integrations and agent experiences on a real Connect deployment, and you understand how the platform behaves under load and at cutover.

Proven contact centre testing background: IVR and voice path validation, call routing, telephony behaviour, agent desktop testing and omnichannel journeys.

Strong automation engineering skills, with production-quality code in at least one of Python, JavaScript/TypeScript, Java or C#, and frameworks such as Playwright, Selenium, Cypress, WebdriverIO, pytest, TestNG or JUnit.

API and integration test automation using REST Assured, Postman/Newman, Karate or equivalent, including contract and data-mapping validation.

Performance and load testing with JMeter, k6, Gatling or a contact centre load tool, and the ability to interpret results rather than just produce them.

CI/CD and version control fluency — Jenkins, GitHub Actions, GitLab CI or AWS CodePipeline, with Git branching and pipeline-integrated test execution.

Working AWS knowledge: Lambda, S3, Kinesis, DynamoDB, CloudWatch, IAM and how to test event-driven, serverless architectures.

Experience defining test strategy and quality gates on a large transformation or migration programme with formal environments and change control.

Strong stakeholder communication — able to present a release-readiness position to a programme director and to defend it under pressure.

📌 QA Automation Lead – Amazon Connect / Contact Centre Transformation (Sydney)
🏢 PAAR Systems
📍 Sydney