Quality Analyst Associate Engineer

Caylent is an AI-first cloud services company that helps organizations turn ambitious ideas into meaningful business impact. As an AWS Premier Tier Services Partner and a charter member of Anthropic’s Claude Partner Network, we combine deep expertise in AWS, artificial intelligence, and Anthropic’s Claude platform to help customers modernize their technology, build intelligent products, and move AI from experimentation into production. Our capabilities span generative and agentic AI, cloud migration and modernization, cloud-native application development, data and analytics, DevOps, managed services, security and compliance, and customer experience transformation. At Caylent, our people always come first. We are a fully remote global company with employees in Canada, the United States and Latin America. We celebrate the culture of each of our team members and foster a community of technological curiosity. Come talk to us to learn more about what it means to be a Caylien! **The Mission** As a Quality Analyst, you will play a crucial role in ensuring the quality and reliability of our contact center solutions across multiple communication channels. You will be responsible for testing and validating IVR systems and chat implementations workflows to deliver exceptional customer experiences. This role offers an excellent opportunity to develop expertise in contact center technologies while working with cutting-edge AWS services and industry-leading clients. **Your Assignment** Quality Assurance & Testing - Execute comprehensive test plans for IVR systems, including call flow validation, DTMF input testing, and speech recognition accuracy - Perform end-to-end testing of chat implementations across web, mobile, and messaging platforms - Validate email routing, auto-response systems, and template rendering across different email clients - Conduct functional testing of Amazon Connect contact flows, queues, and routing strategies - Test integration points between contact center platforms and CRM systems, knowledge bases, and third-party applications - Verify agent desktop functionality, including screen pops, call controls, and presence management - Execute regression testing for system updates and new feature deployments Test Planning & Documentation - Assist in developing detailed test cases and test scripts for multi-channel contact center implementations - Create and maintain test data sets for various customer interaction scenarios - Document test results, defects, and issues in tracking systems with clear reproduction steps - Prepare test execution reports and quality metrics for project stakeholders - Maintain test case repositories and ensure documentation stays current with system changes - Contribute to test automation frameworks for repetitive testing scenarios Channel-Specific Testing - IVR Testing: Validate menu navigation, voice prompts, call transfers, and self-service transactions - Chat Testing: Test chat widget functionality, agent assignment, canned responses, and conversation history - Test omnichannel customer journeys ensuring seamless transitions between channels - Validate customer context preservation across different interaction channels - Ensure compliance with accessibility standards across all customer touchpoints User Experience Testing - Perform usability testing to ensure intuitive customer experiences - Test failover scenarios and disaster recovery procedures - Verify system behavior under edge cases and error conditions Collaboration & Continuous Improvement - Work closely with development teams to understand technical implementations and testing requirements - Collaborate with business analysts to ensure test coverage aligns with business requirements - Participate in daily stand-ups and sprint planning sessions - Provide feedback on system design from a quality perspective - Assist in user acceptance testing (UAT) coordination with client teams - Support production deployment validation and post-implementation monitoring **Preferred Qualifications** - 0-2 years of experience in software testing or quality assurance - Basic understanding of testing methodologies and QA best practices - Strong analytical and problem-solving skills - Excellent attention to detail and ability to identify edge cases - Good written and verbal communication skills - Ability to work independently and as part of a team - Adaptability to changing project requirements **Benefits** - Pay in USD - 100% remote work - Generous holidays and flexible PTO - Competitive phantom equity - Paid for exams and certifications - Peer bonus awards - State of the art laptop and tools - Equipment & Office Stipend - Individual professional development plan - Annual stipend for Learning and Development - Work with an amazing worldwide team and in an incredible corporate culture ***NOTE: This position requires current legal authorization to work in the country where this position is located. Caylent is not able to sponsor visa or work permit applications at this time.*** At Caylent, we are committed to fair, transparent, and inclusive hiring practices. As part of our recruitment process, we may use artificial intelligence (AI) tools or automated systems to assist with the screening and evaluation of applications to help match candidate qualifications with job requirements. These tools are designed to support — not replace — human decision-making. Final hiring decisions are always made by our trained recruitment professionals. If an AI or automated tool is used during your application process, it will only be in accordance with applicable laws and regulations, and your information will be handled in a secure and confidential manner. If you have any questions, please contact Caylent is a place where everyone belongs. We celebrate diversity and are committed to creating an inclusive environment for all employees. Our approach helps us to build a winning team that represents a variety of backgrounds, perspectives, and abilities. So, regardless of how your diversity expresses itself, you can find a home here at Caylent. We are proud to be an equal opportunity employer. We prohibit discrimination and harassment of any kind based on race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, gender expression, age, veteran status, genetic information, disability, or other applicable legally protected characteristics. If you would like to request an accommodation due to a disability, please contact us at .