Senior QA Engineer - Amazon Connect, AWS & ServiceNow

Role SummaryWe are looking for a Senior QA Engineer with hands-on quality assurance experience to support an enterprise AWS Connect modernization program. The role will be based onsite in Sydney and will focus on end-to-end testing of Amazon Connect migration, IVR/contact flows, IVA/voice bot journeys, Voice-to-Voice translation, ServiceNow/Nexthink/Ping integrations, performance, security, UAT, production validation, and hypercare support. The ideal candidate should be strong in test planning, integration testing, API validation, defect governance, stakeholder coordination, and customer-facing delivery. Key ResponsibilitiesOwn and drive QA activities across discovery, design validation, build, SIT, UAT, go-live validation, and hypercare phases.Prepare test strategy, test plan, test scenarios, test cases, test data approach, traceability matrix, and test execution reports.Validate Amazon Connect migration scope including agents, queues, routing profiles, security profiles, call flows, contact flows, recordings/transcripts, and configuration parity.Test IVR/contact flows, skill-based routing, language-based routing, priority routing, callbacks, transfers, conferencing, queue behaviour, and fallback paths.Validate IVA/voice bot journeys including intent recognition, slot filling, multilingual scenarios, authentication handoff, ticket status, password reset flows, fallback to agent, and escalation scenarios.Test Voice-to-Voice translation flows including speech-to-text, translation, text-to-speech, language switching, latency, accuracy, fallback to Lex, and live-agent handoff scenarios.Perform API and integration testing for ServiceNow, Nexthink Spark, Ping/Saviynt SSO, Lambda, API Gateway, EventBridge, and other enterprise integrations.Coordinate SIT and UAT execution with business users, customer SMEs, technical teams, and offshore QA/development teams.Track, triage, prioritize, and report defects using Jira or equivalent tools; ensure timely closure and retesting of critical and major defects.Support performance testing, security testing, compliance validation, production smoke testing, release readiness, and hypercare issue triage.Create clear daily/weekly QA status reporting covering progress, defect trends, risks, blockers, and test coverage.Ensure requirement-to-design-to-build-to-test traceability is maintained and aligned with acceptance criteria. Required Technical SkillsStrong QA experience in enterprise application, integration, cloud, or contact center transformation programs.Hands-on experience in test strategy, test planning, SIT, UAT, regression testing, smoke testing, production validation, and defect management.Experience with contact center testing, preferably Amazon Connect, IVR, routing, agent desktop, call recording, transcription, and queue management.Strong API testing experience using Postman, Swagger/OpenAPI, REST clients, or equivalent tools.Good understanding of AWS services such as Amazon Connect, Lambda, API Gateway, CloudWatch, S3, IAM, KMS, EventBridge, Transcribe, Translate, Polly, and Lex.Experience testing integrations with ServiceNow, identity/SSO systems, enterprise APIs, and monitoring/logging platforms.Experience with Jira, Zephyr, Xray, TestRail, ALM, or equivalent test and defect management tools.Ability to validate logs, API responses, error handling, retry behaviour, and end-to-end transaction flows.Strong understanding of Agile/Scrum ceremonies, sprint testing, release readiness, and cutover validation.Excellent documentation, reporting, stakeholder communication, and customer-facing skills. Project-Specific Experience PreferredExperience testing AWS Connect migration, contact flow migration, queue/routing profile migration, and agent onboarding.Experience validating IVA/voice bot solutions using Amazon Lex, Nova Sonic or similar conversational AI technologies.Experience testing real-time Voice-to-Voice translation solutions involving Amazon Transcribe, Amazon Translate, Amazon Polly, and Amazon Connect integration.Experience with multilingual testing, language validation, latency validation, translation quality validation, and language SME coordination.Experience testing ServiceNow ticket create/update/status flows, Nexthink diagnostic flows, and Ping/Saviynt authentication/SSO flows.Exposure to healthcare/pharma, regulated enterprises, global service desk operations, or 24x7 managed services programs.Experience supporting production go-live, war room, hypercare, defect triage, and operational readiness. Required QualificationsOverall QA/testing experience in enterprise technology programs.Experience in integration testing, API testing, or cloud-based platform testing.Experience working onsite with customer stakeholders and distributed offshore teams.Strong analytical, problem-solving, communication, ownership, and stakeholder management skills.Bachelor degree in Computer Science, Engineering, Information Technology, or equivalent experience. Expected Testing ScopeFunctional Testing: IVR flows, routing logic, callbacks, transfers, multilingual IVA scenarios, and ticket creation flows.Integration Testing: Lambda, API Gateway, ServiceNow, Nexthink, Ping/Saviynt, Contact Lens, transcription, analytics, and data streaming where applicable.AI/IVA Testing: intent detection, slot filling, authentication flows, fallback to agents, and unsupported-language handling.V2V Testing: speech-to-text, translation, text-to-speech pipeline, language switching, accuracy, latency, and live-agent handoff.Migration Testing: agent profiles, queues, routing profiles, call-flow parity, recording/transcript availability, and cutover validation.Performance/Security Testing: load, latency, availability, SSO, access control, audit logging, and data residency validation.UAT: business-critical journeys such as password reset, ticket creation, multilingual V2V calls, and production readiness scenarios. Success Criteria for the RoleComprehensive test strategy and test plan are created, reviewed, and approved.Requirements are mapped to test cases through a clear traceability matrix.SIT is executed with strong defect governance and critical/major defects are resolved or formally accepted.UAT is coordinated effectively with business stakeholders and formal business signoff is obtained.V2V, IVA, migration, and integrations are validated against agreed acceptance criteria.Production smoke testing and hypercare QA support are completed successfully. Preferred CertificationsISTQB Foundation / Advanced certificationAWS Cloud Practitioner or AWS Associate-level certificationAgile / Scrum certificationITIL Foundation certificationAPI testing or automation testing certification is a plus