Amazon Connect Automation Consultant, Quality Assurance

This is a fully remote position, open to applicants in Colombia.

📋 Description

• We are looking for a proficient Amazon Connect Automation QA Consultant to spearhead quality assurance initiatives across contact center implementations.

• The ideal applicant possesses extensive knowledge in Amazon Connect testing, automated IVR validation, and load & performance testing, along with a robust understanding of omni-channel and conversational AI solutions.

⛳️ Requirements

• Expertise in Amazon Connect & IVR Testing

• Design and implement thorough test plans for Amazon Connect contact flows (DTMF/ASR), including native testing for automated flow validation utilizing the Amazon Connect Endpoint Test Utility to confirm WebRTC support and network connectivity.

• Test CloudFormation stacks, Lambda integrations, Amazon Lex bots, call center routing rules (skill, queue, priority, time-of-day), outbound dialers, and campaign management workflows.

• Validate omni-channel routing across voice, chat, SMS, and email channels; confirm Contact Control Panel (CCP), agent availability states, whisper flows, hold/transfer/escalation/callback scenarios, and supervisor monitoring tools.

• Test voice user interfaces (VUI) and sophisticated IVR systems; validate conversational flows for text-based bots (Web, Facebook Messenger, WhatsApp, etc.).

• Evaluate Agentic AI and Natural Language Understanding (NLU) systems from AWS and Salesforce, including Agentforce, Bedrock, Amazon Lex, Google DialogFlow, or comparable conversational platforms; create test cases that encompass user experience and persona across all interaction channels.

• Validate API integrations using Postman across Amazon Connect, Salesforce CRM (Service Cloud), and WFM platforms; test communication protocols including WebRTC and SIP; apply testing expertise for AWS Lambda, S3, DynamoDB, and IAM in managing test environments.

• Load, Performance & Automation

• Gather requirements and define the scope for load and performance testing; plan, script, execute, and analyze tests using JMeter, LoadRunner, or NeoLoad; utilize VUGen, Analysis, and Controller modules with advanced scripting expertise.

• Develop and sustain automated test frameworks and CI/CD pipelines using Jenkins, GitLab CI/CD, or CodeDeploy for continuous validation of Amazon Connect deployments; knowledge of SQL and AWS cloud platform is essential.

• Conduct performance tests for web and web service applications with high transaction volumes; produce detailed report summaries outlining system resource trends, load metrics, and bottleneck analysis.

• Familiarity with Bespoken, Operata, Cyara, Hammer, or other IVR Automation tools.

• Reporting, Collaboration & Contact Center Expertise

• Create and analyze reports utilizing Amazon Connect’s built-in metrics and Contact Lens to reveal quality trends, defect patterns, and SLA compliance data for stakeholder review.

• Bring cross-platform contact center product knowledge (Genesys, Cisco, Avaya, Twilio, or similar) to benchmark Amazon Connect behavior and guide migration or integration testing strategies.

• Lead SIT & UAT coordination including defect management with call recording references, business scenario refinement, and UAT walkthroughs; proficient in JIRA, Qtest/Qmetry, Postman, CloudWatch, Lucid, and softphone clients.

🏝️ Benefits

• Remote & In-Person: Whether you choose to work from our headquarters in Massachusetts, one of our regional hubs, or are among the over half of our NeuraFlash, Part of Accenture Family working remotely, we prioritize maintaining connectivity and unity as a cohesive team.

• Travel: Be prepared to pack your bags and embark on journeys! For specific roles, travel is an exciting aspect of the job, with an expected travel commitment of up to 25%. If you have a zest for adventure and enjoy traveling, this could be your chance to explore new destinations while positively impacting clients.

• Flexibility: Need to take your dog to the vet, pick up the kids from school, or collect in-laws from the airport? We understand that a perfect 9-5 schedule isn’t always feasible. If you need to step out for any of these, it’s not an issue! We foster a culture of trust and understanding, valuing productivity over the specific hours worked.

• Collaboration: Your voice matters here! Working with a team of intelligent individuals like ours makes it natural to consider suggestions and feedback on how to keep NeuraFlash, Part of Accenture thriving. Our executive team conducts town halls and company meetings to address any suggestions or inquiries, regardless of their size.

• Celebrate Often: We take our work seriously, but we don’t take ourselves too seriously. Whether it’s an arm wrestling contest, costume party, or ugly holiday sweater event, our teams enjoy having fun. While we work diligently, we also make sure to pause and celebrate both significant and minor achievements together.