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
À propos de Cognizant
Cognizant (NASDAQ : CTSH) est un AI Builder et une entreprise de services numériques (ESN) élaborant des solutions complètes d’IA maximisant les investissements pour des résultats concrets. Sa profonde expertise des métiers, des processus et des technologies lui permet d’intégrer dans les systèmes technologiques le contexte unique de chaque organisation de l’ingénierie à la production à l’échelle. Son objectif : améliorer l’efficacité des équipes, créer de la valeur et permettre aux grandes entreprises de rester performantes dans un monde qui évolue rapidement. Pour en savoir plus : cognizant.ai ou @cognizant.
Renseignments suppplémentaires sur l'emploi
Les informations relatives à la rémunération du poste à pourvoir dépendent de la date de publication de l’offre de poste. Cognizant se réserve le droit de modifier ces informations à tout moment, sous réserve des lois applicables.
Cognizant est un employeur soucieux de l'égalité des chances entre candidats. Votre candidature sera étudiée indépendamment de votre race, couleur, sexe, religion, croyances, orientation sexuelle, identité de genre, origine, handicap, informations génétiques, grossesse, statut d'ancien militaire ou de toute autre critère jugé discriminant par les lois européennes ou françaises.
Vous êtes porteur d'un handicap, vous pouvez-nous contacter par courriel [email protected] si vous souhaitez préciser les aménagements nécessaires pour le poste ou les entretiens à venir.
Les candidats peuvent être invités à participer à des entretiens en face à face ou par vidéoconférence. En outre, les candidats peuvent être amenés à présenter une carte d'identité valide lors de chaque entretien.
