Sr. QA Consultant, Amazon Connect / Contact Center QA

Why NeuraFlash, Part of Accenture: At NeuraFlash, Part of Accenture, we are redefining the future of business through the power of AI and groundbreaking technologies like Agentforce. As a trusted leader in AI, AWS, and Salesforce innovation, we craft intelligent solutions—integrating Salesforce Einstein, Service Cloud Voice, Amazon Connect, Agentforce and more—to revolutionize workflows, elevate customer experiences, and deliver tangible results. From conversational AI to predictive analytics, we empower organizations to stay ahead in an ever-evolving digital landscape with cutting-edge, tailored strategies. We are proud to be creating the future of generative AI and AI agents. Salesforce has launched Agentforce, and NeuraFlash, Part of Accenture, was selected as the only partner for the private beta prior to launch. Post-launch, we’ve earned the distinction of being Salesforce’s #1 partner for Agentforce, reinforcing our role as pioneers in this transformative space. Be part of the NeuraFlash, Part of Accenture journey and help shape the next wave of AI-powered transformation. Here, you’ll collaborate with trailblazing experts who are passionate about pushing boundaries and leveraging technologies like Agentforce to create impactful customer outcomes. Whether you're developing advanced AI-powered bots, streamlining business operations, or building solutions using the latest generative AI technologies, your work will drive innovation at scale. If you’re ready to make your mark in the AI space, NeuraFlash, Part of Accenture is the place for you. NeuraFlash is a leading cloud consulting and AI solutions company specializing in Salesforce, AWS, and AI-powered customer experience solutions. Our Quality Assurance practice goes beyond traditional software testing—we combine quality engineering, automation, cloud technologies, and consulting expertise to help clients deliver reliable, scalable, and intelligent solutions. We are looking for an AWS Amazon Connect QA Consultant / Sr. QA Consultant to support complex cloud contact center implementations involving Amazon Connect, IVR/self-service, omnichannel communications, Salesforce Service Cloud Voice, APIs, and conversational/Generative AI. This role is ideal for a QA professional with strong hands-on contact center and telephony testing experience who can independently understand complex business flows, translate technical design artifacts into comprehensive test scenarios, coordinate across multiple stakeholders, and drive testing through release readiness. Key Responsibilities Amazon Connect, IVR & Telephony Testing Design and execute functional, integration, regression and UAT test scenarios for Amazon Connect contact centers and complex IVRs. Translate Lucidchart/Visio IVR flow diagrams and requirements into detailed test scripts, ensuring complete branch/path coverage. Test DTMF, speech/ASR, Amazon Lex, self-service journeys, authentication, ANI lookup, error/timeout handling, transfer, escalation and callback scenarios. Validate routing profiles, queues, skills, priorities, agent states, hold/transfer/whisper flows, quick connects and supervisor functionality. Test telephony fundamentals including PSTN/DID/toll-free, IVR, ACD, WebRTC, SIP, call recording and transcription. Validate Amazon Connect Agent and Supervisor workspaces and use the Amazon Connect Endpoint Test Utility where applicable. AWS, API & Salesforce Integration Testing Test integrations across AWS Lambda, DynamoDB, S3, Amazon Lex, Contact Flows, Contact Lens and CloudWatch using the AWS Console and Amazon Connect Admin workspace. Perform end-to-end API testing across Amazon Connect, Salesforce and third-party systems using Postman, SoapUI, REST-assured or similar tools. Validate REST/SOAP requests and responses, schemas, data mapping, authentication, error handling, timeouts and fallback scenarios. Test Salesforce Service Cloud Voice (SCV) integrations including CTI controls, Omni-Channel, screen pops, Voice Call records, agent states and real-time transcription. Chat, AI & Omnichannel Testing Test Amazon Connect Chat and omnichannel customer journeys. Validate conversational and Generative AI experiences using Amazon Q in Connect, Amazon Bedrock, Amazon Lex, Salesforce Agentforce or similar platforms. Test intent recognition, conversational flows, context, knowledge grounding, agent assist, generated responses, escalation/handoff and fallback scenarios. Evaluate AI responses for accuracy, relevance, hallucinations and appropriate guardrails. Test Data, Coordination & Delivery Source, prepare and map test data to individual test scenarios and maintain clear scenario-to-data traceability. Coordinate with clients, business teams, developers, architects and multiple vendors to understand E2E business processes and dependencies. Lead defect triage and track issues through closure with clear evidence, logs, recordings and reproduction steps. Prepare test execution reports, quality metrics, test evidence and release/go-no-go recommendations. Automation & Performance Testing Experience with IVR automation tools such as Cyara, Empirix Hammer, Bespoken, Operata or similar. Support API, voice and chat test automation and CI/CD-based continuous testing. Experience planning and executing load/performance testing using JMeter, LoadRunner, NeoLoad or equivalent tools is desirable. Must-Have Skills & Experience 5+ years of overall QA/testing experience, including 3+ years in contact center, CTI, IVR, telephony or cloud contact center platforms. Strong hands-on Amazon Connect testing experience, preferably with complex IVR and self-service implementations. Proven ability to read Lucidchart/Visio IVR designs and independently convert them into comprehensive functional test scripts. Strong understanding of IVR, ACD/routing, DTMF, ASR, PSTN, DID/toll-free, call recording and transcription. Hands-on experience with Amazon Connect Admin workspace and AWS Console, including Lambda, DynamoDB, S3, Lex and Contact Flows. Experience testing Amazon Connect Agent/Supervisor workspace and Chat. Experience with Amazon Q in Connect, Amazon Bedrock, Amazon Lex or other conversational/Generative AI platforms. Strong API and integration testing experience using Postman, SoapUI, REST-assured or equivalent. Experience with Salesforce Service Cloud Voice / CTI / Omni-Channel is highly desirable. Strong test planning, test case design, regression testing, defect management and release readiness experience. Experience with Jira, qTest, QMetry, TestRail, Zephyr or equivalent test management tools. Good-to-Have Experience with Cyara, Empirix Hammer or other IVR automation tools. Load, performance and/or security testing experience. Experience validating Generative AI quality, hallucinations, grounding and guardrails. Salesforce SOQL/reporting, Amazon Connect metrics, Contact Lens and CloudWatch experience. Multi-language IVR/chat testing. Experience with Genesys, Cisco, Avaya, Twilio or other contact center platforms. What You'll Bring Strong analytical and problem-solving skills with a quality engineering mindset. Ability to work independently in complex, multi-vendor consulting environments. Strong communication and stakeholder management skills. Ability to identify gaps in requirements, test data, integrations and E2E business processes. Ability to clearly communicate quality risks and provide data-driven release readiness recommendations. What’s it like to be a part of NeuraFlash, Part of Accenture? Remote & In-Person: Whether you work out of our HQ in Massachusetts, one of our regional hubs, or you're one of over half of our NeuraFlash, Part of Accenture Family who work remotely, we’re focused on keeping everyone connected and unified as one team. Travel: Get ready to pack your bags and hit the road! For certain roles, travel is an exciting part of the job, with an anticipated travel commitment of up to 25%. So, if you have a passion for adventure and don't mind a little jet-setting, this opportunity could be your ticket to exploring new places while making a positive impact on clients. Flexibility: Do you have to take the dog to the vet, pick up the kids from school, or the in-laws from the airport? We know that a perfect 9-5 isn’t possible. So you have to jump out to do any of those, no problem! We build a culture of trust and understanding. We value good work not the hours in which you get it done Collaboration: You have a voice here! If you work with a team of smart people like we do, it’s a no-brainer to take suggestions and feedback on how to keep NeuraFlash, Part of Accenture thriving. Our executive team holds town halls & company meetings where they address any suggestions or questions asked, no matter how big or small. Celebrate Often: We take our work seriously, but we don’t take ourselves too seriously. Whether it is an arm wrestling contest, costume party, or ugly holiday sweaters our teams love to have fun. And while we work hard, we don’t forget to slow down and celebrate the big things and the small things together.