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Contact Center Testing Engineer (Amazon Connect)

00070934791

About the Role

As a Contact Center Testing Engineer, you will play a critical role in ensuring the quality, reliability, and performance of enterprise contact center solutions built on Amazon Connect and related technologies. You will work closely with business stakeholders, developers, solution architects, product owners, and operations teams to validate customer experiences across voice and digital channels.

The ideal candidate will possess strong experience in contact center testing, quality assurance methodologies, Amazon Connect platforms, IVR testing, and integration testing.

Work Model

This role is based in Toronto, Ontario and follows a hybrid work arrangement, requiring employees to work onsite two (2) days per week and remotely three (3) days per week, subject to business and client requirements.

We believe hybrid work is the way forward as we strive to provide flexibility wherever possible while fostering collaboration, innovation, and professional growth.

Work Authorization

Candidates must be legally authorized to work in Canada without the need for employer sponsorship now or at any time in the future.

In This Role, You Will

  • Design, develop, and execute test strategies, test plans, and test cases for contact center transformation initiatives.
  • Validate Amazon Connect functionality, including contact flows, routing profiles, queues, call routing logic, agent experiences, and customer journeys.
  • Perform functional, integration, system, regression, and end-to-end testing across contact center applications and platforms.
  • Test IVR workflows, CTI integrations, CRM integrations, customer self-service capabilities, and omnichannel communication channels.
  • Identify, document, prioritize, and track defects through resolution while ensuring appropriate root cause analysis.
  • Collaborate with business and technical teams to understand requirements and deliver high-quality solutions.
  • Support User Acceptance Testing (UAT) and production validation activities.
  • Participate in Agile ceremonies, including sprint planning, reviews, retrospectives, and defect triage sessions.
  • Prepare and communicate testing status reports, quality metrics, risks, and recommendations to stakeholders.
  • Ensure all testing activities adhere to established quality standards, processes, and project timelines.

What You Need to Have to Be Considered

  • Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent professional experience.
  • 3+ years of experience in Quality Assurance and software testing.
  • Hands-on experience testing cloud-based contact center platforms, preferably Amazon Connect.
  • Strong experience in IVR testing, call flow validation, routing testing, and contact center application testing.
  • Experience testing CRM, telephony, APIs, middleware, and third-party system integrations.
  • Knowledge of software testing methodologies, defect management processes, and test lifecycle management tools.
  • Experience working within Agile delivery environments.
  • Strong analytical, troubleshooting, and problem-solving skills.
  • Excellent verbal and written communication skills.
  • Ability to collaborate effectively with cross-functional and geographically dispersed teams.

Preferred Qualifications

  • Experience supporting contact center migration or transformation programs.
  • Knowledge of chatbot testing and conversational AI solutions.
  • Exposure to test automation tools and frameworks.
  • Understanding of customer experience (CX) platforms and digital engagement channels.
  • Amazon Connect certification or related cloud certifications.
  • Experience within Banking, Financial Services, Insurance, Telecommunications, Retail, or Healthcare industries.

Salary and Other Compensation

The annual salary for this position is CAD $60,300 - $95,500, depending on experience, qualifications, skills, location, and other business considerations.

Eligible candidates may also be considered for discretionary bonuses and additional compensation programs where applicable.

In addition to base pay, employees are eligible for a comprehensive benefits package that may include:

  • Medical, dental, and vision coverage
  • Life and disability insurance
  • Retirement savings programs
  • Paid time off and company holidays
  • Employee assistance programs
  • Learning and development opportunities
  • Wellness and recognition programs

Things to know before you apply

  • Work authorization: Cognizant will only consider applicants for this position who are legally authorized to work in Canada without requiring employer sponsorship, now or at any time in the future.
  • Accommodations: If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email [email protected] with your request and contact information.
  • AI in hiring: We use artificial intelligence (AI) tools to help us screen and assess applications more efficiently. Our team performs additional human review and ultimately decides who moves forward in our hiring process.
  • Open position: Unless otherwise stated, this job posting is for an open position on our team.
  • Language proficiency: We ask that all candidates have basic English proficiency for company-wide communications purposes. For roles based in Quebec, professional English proficiency is required, as you’ll deliver services to and collaborate with stakeholders outside the province who may not speak French.
  • Inclusion: Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, provincial or local laws.

About Cognizant
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, bridging the gap between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization’s unique context into technology systems that amplify human potential, drive tangible outcomes and keep global enterprises ahead in a fast-changing world. See how at cognizant.ai or @cognizant.

Benefits that help you thrive and grow

Our benefits program is built with you in mind—so you can enjoy a fulfilling, balanced and healthy life.

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Financial wellbeing

We regularly review market data to ensure compensation reflects the value you bring. Your benefits extend beyond pay and may include financial education, a pension plan with matching contributions, etc.

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Physical and mental health

We empower you to prioritize your wellbeing through paid time off, flexible working where possible, healthcare plans, counselling, our Mental Health Allyship program and more. 

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Your career, your way

With 350,000+ roles at Cognizant, you’ll have opportunities explore new technologies, industries and locations—and build the skills you need to grow your career.

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Real-world impact

Think about the biggest brands you rely on. Chances are, they rely on us to help strengthen their business. Here, you’ll turn bold ideas into solutions that improve lives everywhere.

Your path to Cognizant

Here’s what you can expect from our hiring process. Please keep in mind that it may vary by role and location. Explore our FAQs to learn more.

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Step 1: Apply to the right opportunity

Find an open role that matches your skills and career goals and show us why you’re the person for the job. Don’t see the right opportunity? Consider joining our Talent Community.

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Step 2: Connect with your recruiter

If one of our recruiters sees a fit, they’ll set up a short intro call to learn more about you and how your experiences and skills match the role.

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Step 3: Show off your skills

If you and our team would like to continue the process, you’ll interview with our hiring team. Some roles may also require technical assessments and/or client interviews.

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Step 4: Decision time

Our team will then review each candidates’ potential to succeed in the role. This step may take some time because we want to find the right fit for both you and us—but you can count on us to keep you updated.

CAN Brigitte
Cognizant is great for those wanting to make the world a better place, as we create solutions with top technology partners to address complex problems for our clients.
Brigitte Roy Director of Strategy Alliances
CAN Rahul
I’m supported by motivational leaders who empower me to grow in my career through learning programs, industry conferences and internal job moves. I’m proud of the career progression I’m making here.
Rahul Sathe Principal Product Architect – Insurance
Can Amita
The moment I joined Cognizant, I felt like I belonged. I was heard and empowered to challenge ideas—and I still am to this day.
Dr. Amita Oppal Gill Service Line Sales Manager
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Cognizant has one of the best learning ecosystems you can ask for. From sponsored certifications to training platforms to mentorship, we have all that we need to grow.
Debashish Mishra SAP MM Developer

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