Bilingual Test Analyst, AWS / Amazon Connect

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 break