Senior Quality Assurance Engineer in Sydney

• We 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 Responsibilities

• Own 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 Skills

• Strong 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 Preferred

• Experience 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 Qualifications

• Overall 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 Scope

• Functional 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 Role

• Comprehensive 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 Certifications

• ISTQB Foundation / Advanced certification
• AWS Cloud Practitioner or AWS Associate-level certification
• API testing or automation testing certification is a plus

Suggested Interview Focus Areas

• Explain how you would create a test strategy for an Amazon Connect migration program.
• How would you validate IVR/contact flow migration from a legacy system to Amazon Connect?
• How would you test real-time Voice-to-Voice translation, including latency and accuracy?
• What would you test in a ServiceNow integration for ticket create/update/status scenarios?
• How do you manage SIT and UAT defects when the go-live date is fixed?
• How would you validate SSO, audit logging, access control, and compliance requirements?
• Describe your approach to production smoke testing and hypercare QA support.