Remote
C2C
Estatar
Department: Contact Center Technology / CCaaS Architecture Location: [Remote / Hybrid / On-site — specify] Reports To: CCaaS Architecture Lead / Engineering Manager Employment Type: Full-Time
About the Role
We are looking for a QA & Operations Engineer to support the quality assurance, monitoring, and operational stability of our Amazon Connect contact center platform. This role sits at the intersection of quality engineering, DevOps, and cloud operations — ensuring that contact flows, integrations, and infrastructure changes are tested, deployed, and monitored reliably across environments (UAT → Production). The ideal candidate is comfortable both writing test plans for IVR/contact flow behavior and troubleshooting AWS infrastructure when something breaks in production.
Key Responsibilities
Quality Assurance
• Design, execute, and maintain test plans for Amazon Connect contact flows, routing profiles, queues, and third-party integrations (e.g., Pindrop, Salesforce, Snowflake).
• Perform UAT-to-PROD comparison testing to catch configuration drift, ARN mismatches, or environment-specific defects before release.
• Build and maintain automated test cases for Lambda functions supporting IVR logic (e.g., phone verification, customer lookup, call routing).
• Validate CTR (Contact Trace Record) and Contact Lens data integrity against expected call outcomes.
• Perform regression testing after Terraform-managed infrastructure changes (contact flows, views, IAM roles, CloudWatch alarms).
• Document defects clearly with reproduction steps, logs, and environment context; track through resolution.
DevOps & Release Management
• Support CI/CD pipelines for deploying Amazon Connect resources via Terraform Cloud, including plan review and safe rollout practices.
• Partner with engineering to validate infrastructure-as-code changes (Lambda, DynamoDB, IAM, CloudWatch, Connect contact flows/views) prior to production deployment.
• Maintain deployment runbooks and rollback procedures for contact center releases.
• Support blue/green or phased rollout strategies for high-risk changes (e.g., routing logic, security profile updates).
Operations & Monitoring
• Monitor CloudWatch logs, metrics, and alarms across Lambda, Connect, and related AWS services; triage and escalate anomalies.
• Participate in incident response for contact center outages — including log group failures, EventBridge rule issues, and token/credential rotation problems.
• Conduct root-cause analysis for production issues and produce clear post-incident reports with remediation recommendations.
• Track and report on operational KPIs (call volume, error rates, latency, abandonment) using QuickSight/Athena dashboards.
• Support business continuity planning (BCP) testing, including failover and PSTN reroute validation exercises.
Data & Security Hygiene
• Identify and flag data quality issues in call/verification data (e.g., duplicate records, placeholder values) surfaced through QA testing.
• Support least-privilege reviews of Amazon Connect security profiles and IAM roles.
• Ensure no PII (DOB, tax ID, etc.) or plaintext credentials are exposed in logs; escalate violations immediately.
Required Qualifications
• 3+ years of experience in QA, DevOps, or cloud operations roles, ideally within a contact center or telephony environment.
• Hands-on experience with Amazon Connect (contact flows, routing profiles, queues, views) or comparable CCaaS platform.
• Working knowledge of AWS core services: Lambda, DynamoDB, S3, CloudWatch, IAM, EventBridge.
• Experience with Terraform (reading plans, understanding resource diffs, safe apply practices) — Terraform Cloud experience a plus.
• Familiarity with CI/CD tooling and release management practices.
• Strong troubleshooting skills: ability to read logs (CloudWatch Logs Insights), trace issues across services, and communicate findings clearly.
• Experience writing and executing structured test plans/test cases for both UI/flow-based and API/backend components.
• Basic scripting ability (Python, Bash, or similar) for test automation and log analysis.
Preferred Qualifications
• Experience with Amazon Connect Contact Lens, Voice ID, or AI-based QA scoring tools.
• Exposure to data platforms such as Snowflake, Athena, or QuickSight for operational reporting.
• Experience integrating third-party voice/fraud detection platforms (e.g., Pindrop).
• Familiarity with Palantir Foundry/AIP or similar data integration platforms.
• AWS certification (Cloud Practitioner, SysOps Administrator, or Developer Associate).
• Experience supporting carrier/telephony migrations or PSTN failover planning.
• Background in Agile/Scrum environments with tools like Jira.
What Success Looks Like in This Role
• Production incidents are caught in QA/UAT before reaching customers.
• Deployment-related outages decrease due to rigorous pre-release testing and monitoring.
• Operational dashboards give leadership clear, real-time visibility into contact center health.
• Security and data quality issues are proactively flagged rather than discovered after the fact.