Full Description

Location: Toronto, Ontario

Work Model: Hybrid, in office 3 to 4 days per week

Language Requirement: Bilingual French and English Position Overview We are looking for a Bilingual Test Analyst with strong hands-on experience in AWS and Amazon Connect to support the testing and quality assurance of cloud-based contact centre solutions. This is a hybrid role based in Toronto, and the successful candidate must be available to work onsite 3 to 4 days per week. The ideal candidate is technically strong, comfortable working with developers and business teams, and able to test solutions end to end in both French and English. Responsibilities Develop and execute test plans, test cases, scripts and scenarios for Amazon Connect and AWS-based solutions. Perform functional, integration, regression, system and user acceptance testing. Test Amazon Connect contact flows, routing profiles, queues, prompts, transfers, callbacks and agent experiences. Validate both French and English customer journeys, including IVR prompts, routing and self-service functionality. Test integrations between Amazon Connect and AWS services such as Lambda, Lex, S3, DynamoDB, CloudWatch and API Gateway. Validate APIs and integrations between Amazon Connect and external systems. Review logs and troubleshoot issues using CloudWatch and other AWS tools. Validate contact records, call attributes, dispositions, reporting data and downstream integrations. Perform end-to-end testing from customer interaction through agent handling, reporting and data capture. Identify, document and track defects through resolution. Reproduce technical issues and provide clear findings to developers and project teams. Support UAT and production validation. Work closely with developers, solution architects, project managers and business stakeholders. Required Qualifications Strong hands-on experience with Amazon Connect. Strong working knowledge of AWS. Experience testing Amazon Connect contact flows, routing, queues, agent configuration and reporting. Experience with AWS services such as Lambda, Lex, API Gateway, CloudWatch, DynamoDB and S3. Experience with API testing and troubleshooting. Strong understanding of QA methodologies and the software development lifecycle. Experience creating test plans, test cases and detailed defect documentation. Strong troubleshooting and analytical skills. Fluent in French and English, written and spoken. Must be able to work onsite in Toronto 3 to 4 days per week. Nice to Have Python or SQL experience. Experience with Amazon Connect CTR/contact trace record data. Experience with Athena or QuickSight. Experience testing conversational AI, IVR or voice bot solutions. AWS certification. Previous contact centre or telecommunications experience. What We’re Looking For We need someone who can do more than follow a test script. You should understand Amazon Connect, understand the AWS pieces behind it, be able to figure out where something is breaking, and clearly explain the issue to the team. French and English are mandatory. Amazon Connect and strong AWS experience are mandatory. This is not a fully remote position.