QA & Operations Engineer, Amazon Connect

QA & Operations Engineer, Amazon Connect (CCaaS)

About The Role

We're looking for a QA & Operations Engineer who can do something rare: think like a quality engineer and operate like an SRE. You'll sit at the center of our Amazon Connect contact center platform, ensuring that every contact flow, integration, and infrastructure change is tested with rigor, deployed with discipline, and monitored with real vigilance. This is the engineer who catches the defect before the customer ever feels it, and who's just as comfortable reading a CloudWatch log at 2 AM as writing a test plan at 2 PM.

What You'll Own

Quality Engineering for the Contact Center

You'll design, execute, and maintain test plans across Amazon Connect contact flows, routing profiles, queues, and third-party integrations, including Pindrop, Salesforce, and Snowflake. You'll run UAT-to-Production comparison testing to catch configuration drift, ARN mismatches, and environment-specific defects before they ever reach a release. You'll build and maintain automated test cases for the Lambda functions powering our IVR logic, phone verification, customer lookup, call routing, and validate CTR and Contact Lens data integrity against expected call outcomes. When something breaks, you'll document it cleanly: reproduction steps, logs, environment context, and a clear path to resolution.

DevOps and Release Discipline

You'll support CI/CD pipelines for deploying Amazon Connect resources via Terraform Cloud, including plan review and safe rollout practices. You'll partner with engineering to validate infrastructure-as-code changes, Lambda, DynamoDB, IAM, CloudWatch, contact flows and views, before they touch production. You'll maintain deployment runbooks and rollback procedures, and support blue/green or phased rollout strategies for high-risk changes like routing logic or security profile updates. You'll treat every release like it matters, because in a contact center, it does.

Operations and Monitoring

You'll monitor CloudWatch logs, metrics, and alarms across Lambda, Connect, and related AWS services, triaging and escalating anomalies before they become incidents. You'll be a first responder during contact center outages, log group failures, EventBridge rule issues, token and credential rotation problems, and you'll drive root-cause analysis to a clear, actionable post-incident report. You'll track and report on operational KPIs, call volume, error rates, latency, abandonment, through QuickSight and Athena dashboards that give leadership real visibility into contact center health. You'll also support business continuity testing, including failover and PSTN reroute validation exercises.

Data and Security Hygiene

You'll flag data quality issues surfaced through QA testing, duplicate records, placeholder values, anything that doesn't belong. You'll support least-privilege reviews of Amazon Connect security profiles and IAM roles. And you'll hold a hard line on data protection: no PII, no plaintext credentials in logs, ever, and you'll escalate immediately if you find them.

What You'll Bring

You've spent 3 years in QA, DevOps, or cloud operations roles, ideally within a contact center or telephony environment. You have hands-on experience with Amazon Connect, contact flows, routing profiles, queues, views, or a comparable CCaaS platform.

You bring working proficiency across:

• AWS core services, Lambda, DynamoDB, S3, CloudWatch, IAM, EventBridge
• Terraform, reading plans, understanding resource diffs, safe apply practices; Terraform Cloud experience a plus
• CI/CD tooling and release management practices
• Log analysis and troubleshooting, CloudWatch Logs Insights, tracing issues across services, and communicating findings clearly to both engineers and stakeholders
• Structured test planning, writing and executing test cases across both flow-based UI components and API/backend systems
• Basic scripting, Python, Bash, or similar, for test automation and log analysis

You bring the mindset that makes this role work: you find satisfaction in catching the problem before it ships, you document like someone else will need to understand your work in six months, and you treat monitoring dashboards not as noise but as the pulse of a system you're responsible for keeping healthy.

Preferred Qualifications

• Experience with Amazon Connect Contact Lens, Voice ID, or AI-based QA scoring tools
• Exposure to Snowflake, Athena, or QuickSight for operational reporting
• Experience integrating third-party voice or 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

Production incidents get caught in QA and UAT before they ever reach a customer. Deployment-related outages decrease because of rigorous pre-release testing and disciplined monitoring. Leadership has clear, real-time visibility into contact center health through the dashboards you build and maintain. Security and data quality issues get flagged proactively, not discovered after the fact.

Why This Role Matters

The contact center is often the first and most human interaction a customer has with a business. When it works, it is nearly invisible. When it does not, everything downstream feels it, including trust, satisfaction, and revenue. This role requires an engineer who treats reliability and quality as inseparable and takes real ownership of the experience on the other end of every call. Pay will be DOE but can range between 60-80Hr.