Sr. QA Consultant, Amazon Connect / Contact Center QA
NeuraFlash, Part of Accenture5 hours ago
Remote, ColombiaSenior
Responsibilities
- Design and execute functional, integration, regression, and UAT scenarios for Amazon Connect contact centers and complex IVRs.
- Translate Lucidchart and Visio IVR flows and technical requirements into detailed test scripts with complete branch and path coverage.
- Test IVR, DTMF, speech recognition, routing, queues, agent and supervisor workflows, telephony, call recording, transcription, chat, and omnichannel journeys.
- Test integrations across Amazon Connect, AWS services, Salesforce Service Cloud Voice, APIs, and third-party systems.
- Evaluate conversational and generative AI experiences for intent recognition, context, grounding, response quality, hallucinations, escalation, and guardrails.
- Prepare and trace test data, coordinate cross-functional stakeholders, lead defect triage, and track issues through closure.
- Produce test execution reports, quality metrics, evidence, and release or go/no-go recommendations.
- Support API, voice, chat, CI/CD-based testing, and automation using applicable testing tools.
- Plan or execute load and performance testing when needed.
Requirements
- 5+ years of overall QA/testing experience, including 3+ years in contact center, CTI, IVR, telephony, or cloud contact center platforms.
- Strong hands-on experience testing Amazon Connect, including complex IVR and self-service implementations, the Admin workspace, Agent and Supervisor workspaces, and Chat.
- Ability to interpret Lucidchart and Visio IVR designs and independently create comprehensive functional test scripts.
- Strong knowledge of IVR, ACD and routing, DTMF, ASR, PSTN, DID and toll-free calling, call recording, and transcription.
- Hands-on experience with AWS Console and Amazon Connect integrations involving Lambda, DynamoDB, S3, Lex, and Contact Flows.
- Experience with Amazon Q in Connect, Amazon Bedrock, Amazon Lex, or comparable conversational and generative AI platforms.
- Strong API and integration testing experience using Postman, SoapUI, REST-assured, or equivalent tools.
- Experience with Salesforce Service Cloud Voice, CTI, and Omni-Channel is highly desirable.
- Experience with test planning, test case design, regression testing, defect management, release readiness, and test management tools.
- Experience with Jira, qTest, QMetry, TestRail, Zephyr, or equivalent tools.
- Experience with IVR automation tools such as Cyara, Empirix Hammer, Bespoken, or Operata is beneficial.
- Load, performance, security testing, Salesforce SOQL/reporting, Amazon Connect metrics, Contact Lens, CloudWatch, multilingual testing, or other contact center platform experience is beneficial.
- Strong analytical, problem-solving, communication, stakeholder management, and independent delivery skills are expected.
Benefits
- Remote or in-person work options are available through the Massachusetts headquarters and regional hubs.
- Certain roles may require up to 25% travel.
- Flexible working practices support personal and family commitments.
- Employees participate in collaborative town halls and company meetings.
- The company offers team celebrations and social activities.