Automation Consultant, Quality Assurance

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

📋 Description

• Oversee quality assurance initiatives across contact center implementations.

• Provide in-depth knowledge in testing Amazon Connect, automated IVR validation, and load & performance testing.

• Contribute to the advancement of AI-driven transformation.

• Collaborate with pioneering experts who are dedicated to innovation.

• Create sophisticated AI-powered bots, enhance business processes, and develop solutions utilizing the latest generative AI technologies.

⛳️ Requirements

• Design and implement thorough test plans for Amazon Connect contact flows (DTMF/ASR), including native testing for automated flow validation via 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 pipelines.

• 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 advanced IVR systems; validate conversational flows for text-based bots (Web, Facebook Messenger, WhatsApp, etc.).

• Assess Agentic AI and Natural Language Understanding (NLU) systems from AWS and Salesforce including Agentforce, Bedrock, Amazon Lex, Google DialogFlow, or similar conversational platforms; develop test cases addressing 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.

• 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 extensive scripting proficiency.

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

• Conduct performance testing for web and web service applications with high transaction volumes; generate detailed report summaries that cover system resource trends, load metrics, and bottleneck analysis.

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

• Generate and interpret reports using Amazon Connect’s built-in metrics and Contact Lens to highlight 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 performance and guide migration or integration testing strategies.

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

🏝️ Benefits

• Remote & In-Person: Whether you are based in our headquarters in Massachusetts, one of our regional hubs, or among the majority of our NeuraFlash, Part of Accenture Family who work remotely, we prioritize connection and unity as one team.

• Travel: Prepare for adventure! For certain positions, travel is an exciting aspect of the role, with an expected travel commitment of up to 25%. If you love exploring new places and making a positive impact on clients, this opportunity could be your gateway to new experiences.

• Flexibility: Whether you need to take your dog to the vet, pick up the kids from school, or fetch the in-laws from the airport, we understand that a traditional 9-5 schedule may not be feasible. We foster a culture of trust and flexibility, valuing the quality of work over the hours spent.

• Collaboration: Your voice matters! Working with a team of intelligent individuals makes it easy to share suggestions and feedback for keeping NeuraFlash, Part of Accenture flourishing. Our executive team hosts town halls and company meetings to address any queries or suggestions, regardless of their scale.

• Celebrate Often: We take our work seriously, but we maintain a light-hearted atmosphere. From arm wrestling contests to costume parties and ugly holiday sweater days, our teams love to have fun. While we work hard, we also make it a point to celebrate both significant and minor achievements together.