As a Software Engineer III at JPMorganChase within the Consumer and Community Banking, you will be an integral part of an agile team focused on the performance, scalability, and reliability of our contact center platforms. Collaborating with experienced engineers, architects, and business teams, you will design and execute performance tests for voice and digital contact center applications running on AWS and Amazon Connect. Your role will involve building and scaling performance testing frameworks, driving capacity and tuning insights, and championing modern, AI-assisted engineering practices across the testing lifecycle.
Job responsibilities
- Design, develop, test, and maintain software solutions using one or more programming languages (any language proficiency accepted).
- Design, develop, and execute load, stress, soak, and scalability tests for contact center applications (voice/IVR, chat, APIs) using JMeter, BlazeMeter, Hammer, and Cyara.
- Build and maintain reusable performance test scripts, scenarios, and test data for Amazon Connect and related AWS-hosted services.
- Analyze test results and system telemetry to identify bottlenecks, and partner with development and infrastructure teams on performance tuning and remediation.
- Define and track performance KPIs, guardrails, and acceptance criteria to prevent regressions across releases.
- Develop and maintain performance test infrastructure and automation integrated into CI/CD pipelines (e.g., Jenkins).
- Partner with developers, product owners, and operations teams to plan testing activities, troubleshoot production issues, and validate capacity for peak events.
- Produce clear performance reports and recommendations for technical and business stakeholders.
- Leverage enterprise-authorized AI coding assist tools (e.g., GitHub Copilot) to improve script development, delivery speed, and productivity, while validating outputs through peer review, automated testing, and secure coding standards.
- Apply knowledge of the Software Development Life Cycle toolchain, including approved AI-assisted development and automation capabilities, to improve the value realized by automation.
- Formal training or certification in software engineering concepts with 3+ years of applied experience.
- Experience in software development and strong proficiency in at least one programming language (e.g., Java, Python, JavaScript, Go)
- Hands-on experience in performance and load testing using JMeter and/or BlazeMeter.
- Experience testing contact center / telephony applications (voice, IVR, chat) and familiarity with tools such as Hammer and Cyara.
- Experience with AWS cloud services and Amazon Connect (or comparable cloud contact center platform).
- Proficient in at least one object-oriented programming language and SQL; ability to write and debug test automation code.
- Experience integrating automated tests into CI/CD pipelines (e.g., Jenkins) and using version control (Git/Bitbucket).
- Experience analyzing performance metrics and using observability/monitoring tools (e.g., CloudWatch, Grafana, Dynatrace, or equivalent).
- Hands-on experience using enterprise-authorized AI-assisted development tools, with the ability to critically evaluate, validate, and refine AI-generated outputs for correctness, performance, and security.
- Understanding of responsible AI use in engineering workflows, including data sensitivity, secure handling of inputs/outputs, and adherence to security and resiliency expectations.
- Experience working in an Agile/Scrum team, including documenting test scenarios, executing tests, and reporting results.
- Experience with Cyara and Hammer test automation for contact center assurance.
- Familiarity with Amazon Connect contact flows, Lambda, and related AWS services (Polly, Lex, CloudWatch).
- Experience using AI tools (e.g., GitHub Copilot) to accelerate development and maintenance of performance test suites.
- Working knowledge of containerized workloads (ECS/EKS) and autoscaling concepts.
- Proficient with Jira, Confluence, and reporting/dashboarding tools.