13 hours ago
Toronto, CanadaMid Level
Responsibilities
- Design, develop, and execute test strategies, test plans, and test cases for contact center transformation initiatives.
- Validate Amazon Connect contact flows, routing profiles, queues, call-routing logic, agent experiences, and customer journeys.
- Perform functional, integration, system, regression, and end-to-end testing across contact center applications and platforms.
- Test IVR workflows, CTI, CRM, telephony, API, middleware, and third-party system integrations, as well as self-service and omnichannel experiences.
- Identify, document, prioritize, and track defects through resolution, including root cause analysis.
- Collaborate with business and technical stakeholders to understand requirements and deliver quality solutions.
- Support User Acceptance Testing and production validation activities.
- Participate in Agile ceremonies, sprint planning, reviews, retrospectives, and defect triage.
- Prepare testing status reports, quality metrics, risks, and recommendations while meeting quality standards and project timelines.
Requirements
- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent professional experience.
- At least 3 years of Quality Assurance and software testing experience.
- Hands-on experience testing cloud-based contact center platforms, preferably Amazon Connect.
- Strong experience with IVR testing, call-flow validation, routing testing, and contact center application testing.
- Experience testing CRM, telephony, APIs, middleware, and third-party system integrations.
- Knowledge of software testing methodologies, defect management, and test lifecycle management tools.
- Experience working in Agile delivery environments.
- Strong analytical, troubleshooting, problem-solving, collaboration, and communication skills.
- Preferred experience includes contact center migration or transformation programs, chatbot and conversational AI testing, test automation tools and frameworks, CX platforms, digital engagement channels, and relevant cloud certifications.
- Experience in Banking, Financial Services, Insurance, Telecommunications, Retail, or Healthcare is preferred.
Benefits
- Hybrid Toronto work arrangement with two onsite days and three remote days per week, subject to business and client requirements.
- Annual base salary of CAD $60,300-$95,500 depending on experience, qualifications, skills, location, and business considerations.
- Potential eligibility for discretionary bonuses and additional compensation programs.
- Medical, dental, and vision coverage.
- Life and disability insurance.
- Retirement savings programs.
- Paid time off and company holidays.
- Employee assistance programs, learning and development opportunities, wellness programs, and recognition programs.
Categories
About Cognizant
Cognizant is a public IT services and consulting firm that designs, builds, and runs enterprise technology, including digital engineering, cloud modernization, data/AI, and managed services. It sells consulting, systems integration, and outsourcing on multi-year engagements to large enterprises in healthcare, banking, retail, communications, and manufacturing. Founded in 1994 and headquartered in Teaneck, New Jersey, Cognizant is NASDAQ-listed (CTSH) and a Fortune 500 company.