Quality Assurance Engineer

Caylent is an AI-first cloud services company that helps organizations turn ambitious ideas into meaningful business impact. As an AWS Premier Tier Services Partner and a charter member of Anthropic’s Claude Partner Network, we combine deep expertise in AWS, artificial intelligence, and Anthropic’s Claude platform to help customers modernize their technology, build intelligent products, and move AI from experimentation into production. Our capabilities span generative and agentic AI, cloud migration and modernization, cloud-native application development, data and analytics, DevOps, managed services, security and compliance, and customer experience transformation. At Caylent, our people always come first. We are a fully remote global company with employees in Canada, the United States and Latin America. We celebrate the culture of each of our team members and foster a community of technological curiosity. Come talk to us to learn more about what it means to be a Caylien! The Mission We are seeking a talented Quality Assurance Engineer to join our growing Quality Assurance team. The right candidate is someone who is detail-oriented, has strong analytical skills, and is passionate about ensuring quality in complex systems. Your mission will be to validate multi-channel customer interactions across IVR, chat, and email platforms, working with cutting-edge AWS technologies and contributing to implementations for enterprise clients. Your work will directly impact the customer experience for millions of users, ensuring our solutions meet the highest standards of quality and reliability. Your Assignment Execute comprehensive test plans for IVR systems, including call flow validation, DTMF input testing, and speech recognition accuracy Perform end-to-end testing of chat implementations across web, mobile, and messaging platforms Validate email routing, auto-response systems, and template rendering across different email clients Conduct functional testing of Amazon Connect contact flows, queues, and routing strategies Test integration points between contact center platforms and CRM systems, knowledge bases, and third-party applications Develop detailed test cases, test scripts, and maintain test data sets for various customer interaction scenarios Document test results, defects, and issues in tracking systems with clear reproduction steps Conduct load testing for IVR systems and chat platforms during peak volumes Perform usability testing to ensure intuitive customer experiences Test failover scenarios, disaster recovery procedures, and system behavior under edge cases Your Qualifications 3-5 years of experience in software testing or quality assurance Strong understanding of testing methodologies and QA best practices Demonstrated experience testing multi-channel contact center systems (IVR, chat, email) Strong analytical and problem-solving skills with excellent attention to detail Ability to identify edge cases and complex test scenarios Excellent written and verbal communication skills Ability to work independently and collaboratively as part of a team Adaptability to changing project requirements and technical stacks Preferred Qualifications Experience with Amazon Connect or other AWS contact center services Familiarity with test automation frameworks and tools Experience with performance and load testing tools Knowledge of VOIP, IVR systems, and contact center technologies Bachelor's degree in Computer Science, Information Technology, or related field AWS Certified Cloud Practitioner or equivalent certification Experience working in a consulting or professional services environment Benefits 100% remote work Medical Insurance for you and eligible dependents Generous holidays and flexible PTO Competitive phantom equity Paid for exams and certifications Peer bonus awards State of the art laptop and tools Equipment & Office Stipend Individual professional development plan Annual stipend for Learning and Development Work with an amazing worldwide team and in an incredible corporate culture NOTE: We’re unable to provide visa sponsorship now or at any time in the future. At Caylent, we are committed to fair, transparent, and inclusive hiring practices. As part of our recruitment process, we may use artificial intelligence (AI) tools or automated systems to assist with the screening and evaluation of applications to help match candidate qualifications with job requirements. These tools are designed to support — not replace — human decision-making. Final hiring decisions are always made by our trained recruitment professionals. If an AI or automated tool is used during your application process, it will only be in accordance with applicable laws and regulations, and your information will be handled in a secure and confidential manner. If you have any questions, please contact [email protected] Caylent is a place where everyone belongs . We celebrate diversity and are committed to creating an inclusive environment for all employees. Our approach helps us to build a winning team that represents a variety of backgrounds, perspectives, and abilities. So, regardless of how your diversity expresses itself, you can find a home here at Caylent. We are proud to be an equal opportunity employer. We prohibit discrimination and harassment of any kind based on race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, gender expression, age, veteran status, genetic information, disability, or other applicable legally protected characteristics. If you would like to request an accommodation due to a disability, please contact us at [email protected].