Job Description
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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.
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Key Responsibilities
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Own and drive QA activities across discovery, design validation, build, SIT, UAT, go-live validation, and hypercare phases.
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Prepare test strategy, test plan, test scenarios, test cases, test data approach, traceability matrix, and test execution reports.
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Validate Amazon Connect migration scope including agents, queues, routing profiles, security profiles, call flows, contact flows,
recordings/transcripts,
and configuration parity.
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Test IVR/contact flows, skill-based routing, language-based routing, priority routing, callbacks, transfers, conferencing, queue behaviour, and fallback paths.
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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.
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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.
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Perform API and integration testing for ServiceNow, Nexthink Spark, Ping/Saviynt SSO, Lambda, API Gateway, EventBridge, and other enterprise integrations.
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Coordinate SIT and UAT execution with business users, customer SMEs, technical teams, and offshore QA/development teams.
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Track, triage, prioritize, and report defects using Jira or equivalent tools; ensure timely closure and retesting of critical and major defects.
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Support performance testing, security testing, compliance validation, production smoke testing, release readiness, and hypercare issue triage.
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Create clear daily/weekly QA status reporting covering progress, defect trends, risks, blockers, and test coverage.
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Ensure requirement-to-design-to-build-to-test traceability is maintained and aligned with acceptance criteria.
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Required Technical Skills
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Strong QA experience in enterprise application, integration, cloud, or contact center transformation programs.
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Hands-on experience in test strategy, test planning, SIT, UAT, regression testing, smoke testing,



production validation, and defect management.
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Experience with contact center testing, preferably Amazon Connect, IVR, routing, agent desktop, call recording, transcription, and queue management.
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Strong API testing experience using Postman, Swagger/OpenAPI, REST clients, or equivalent tools.
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Good understanding of AWS services such as Amazon Connect, Lambda, API Gateway, CloudWatch, S3, IAM, KMS, EventBridge, Transcribe, Translate, Polly, and Lex.
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Experience testing integrations with ServiceNow, identity/SSO systems, enterprise APIs, and monitoring/logging platforms.
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Experience with Jira, Zephyr, Xray, TestRail, ALM, or equivalent test and defect management tools.
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Ability to validate logs, API responses, error handling, retry behaviour, and end-to-end transaction flows.
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Solid understanding of Agile/Scrum ceremonies, sprint testing, release readiness, and cutover validation.
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Excellent documentation, reporting, stakeholder communication, and customer-facing skills.
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Project-Specific Experience Preferred
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Experience testing AWS Connect migration, contact flow migration, queue/routing profile migration, and agent onboarding.
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Experience validating IVA/voice bot solutions using Amazon Lex, Nova Sonic or similar conversational AI technologies.
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Experience testing real-time Voice-to-Voice translation solutions involving Amazon Transcribe, Amazon Translate, Amazon Polly, and Amazon Connect integration.
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Experience with multilingual testing, language validation, latency validation, translation quality validation, and language SME coordination.
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Experience testing ServiceNow ticket
create/update/status
flows, Nexthink diagnostic flows, and Ping/Saviynt authentication/SSO flows.
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Exposure to healthcare/pharma, regulated enterprises, global service desk operations, or 24x7 managed services programs.
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Experience supporting production go-live, war room, hypercare, defect triage, and operational readiness.
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Required Qualifications
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Overall QA/testing experience in enterprise technology programs.
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Experience in integration testing, API testing, or cloud-based platform testing.
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Experience working onsite with customer stakeholders and distributed offshore teams.
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Strong analytical, problem-solving, communication, ownership,



and stakeholder management skills.
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Bachelor degree in Computer Science, Engineering, Information Technology, or equivalent experience.
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Expected Testing Scope
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Functional Testing: IVR flows, routing logic, callbacks, transfers, multilingual IVA scenarios, and ticket creation flows.
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Integration Testing: Lambda, API Gateway, ServiceNow, Nexthink, Ping/Saviynt, Contact Lens, transcription, analytics, and data streaming where applicable.
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AI/IVA Testing: intent detection, slot filling, authentication flows, fallback to agents, and unsupported-language handling.
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V2V Testing: speech-to-text, translation, text-to-speech pipeline, language switching, accuracy, latency, and live-agent handoff.
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Migration Testing: agent profiles, queues, routing profiles, call-flow parity,
recording/transcript
availability, and cutover validation.
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Performance/Security
Testing: load, latency, availability, SSO, access control, audit logging, and data residency validation.
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UAT: business-critical journeys such as password reset, ticket creation, multilingual V2V calls, and production readiness scenarios.
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Success Criteria for the Role
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Comprehensive test strategy and test plan are created, reviewed, and approved.
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Requirements are mapped to test cases through a clear traceability matrix.
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SIT is executed with strong defect governance and critical/major defects are resolved or formally accepted.
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UAT is coordinated effectively with business stakeholders and formal business signoff is obtained.
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V2V, IVA, migration, and integrations are validated against agreed acceptance criteria.
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Production smoke testing and hypercare QA support are completed successfully.
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Preferred Certifications
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ISTQB Foundation / Advanced certification
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AWS Cloud Practitioner or AWS Associate-level certification
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API testing or automation testing certification is a plus
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Suggested Interview Focus Areas
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Explain how you would create a test strategy for an Amazon Connect migration program.
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How would you validate IVR/contact flow migration from a legacy system to Amazon Connect?
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How would you test real-time Voice-to-Voice translation, including latency and accuracy?
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What would you test in a ServiceNow integration for ticket
create/update/status
scenarios?
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How do you manage SIT and UAT defects when the go-live date is fixed?
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How would you validate SSO, audit logging, access control, and compliance requirements?
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Describe your approach to production smoke testing and hypercare QA support.
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#J-*****-Ljbffr

📌 Senior Quality Assurance Engineer (New South Wales)
🏢 ALOIS Australia
📍 New South Wales