Quality Assurance Lead Consultant – Amazon Connect, Salesforce

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

📋 Description

• Take ownership of comprehensive quality strategies for customer-facing contact centers and self-service technologies, which encompass speech applications, IVRs, chatbots, and customer service tools.

• Act as the quality gatekeeper throughout functional, SIT, E2E, UAT, regression, and go-live activities.

• Provide guidance to design, planning, and delivery teams on quality assurance and identify risks at an early stage.

• Lead and mentor the QA team while also actively participating in complex testing for Contact Center and IVR.

• Manage the delivery of the QA program, which includes resource planning, test strategy formulation, defect triage, environment coordination, and ensuring release readiness.

• Establish and monitor quality KPIs for the Contact Center.

• Develop multi-channel test strategies that cover voice, chat, SMS, agent workflows, and failover scenarios.

• Oversee go-live readiness assessments and provide hypercare support.

• Communicate quality status and business-impact risks to steering committees and during program reviews.

• Collaborate with Product and Engineering teams to ensure shared ownership of quality.

• Validate features powered by LLM and Agentic AI through sampling, accuracy benchmarking, and prompt regression testing.

• Create scenario-based test cases and maintain traceability matrices.

• Conduct various testing types, including negative, boundary, edge-case, exploratory, functional, integration, regression, UAT, SIT, E2E, and go-live testing.

• Validate IVR call flows, DTMF and speech recognition, routing, menus, authentication, and error/timeout branches.

• Assess the behavior of chatbots and conversational AI, focusing on intent recognition, escalation, knowledge grounding, and response accuracy.

• Test API integrations, middleware transformations, screen pops, and cross-system data synchronization.

• Facilitate UAT readiness and structured stakeholder sign-offs.

• Manage the defect lifecycle and produce reports on defect health and quality metrics summaries.

⛳️ Requirements

• 8–10 years of practical experience in leading QA or testing teams.

• Hands-on experience with testing speech applications (IVRs), chatbots, and other customer service tools.

• Familiarity with the call center/contact center ecosystem and customer service operations.

• Proven ability to lead QA efforts across functional, integration, regression, UAT, and go-live testing cycles.

• Experience in building or scaling a QA program, including the development of test strategies, governance, and reporting mechanisms.

• Strong communication skills to effectively convey QA status and risks to both technical and non-technical stakeholders.

• Preferred: Experience with AWS, specifically Amazon Connect, IVR, Lex, Contact Flows, Lambda, and Contact Lens.

• Preferred: Experience with Five9, Genesys, Nuance, or similar telephony technologies.

• Preferred: Experience with Salesforce, particularly Service Cloud and Service Cloud Voice.

• Preferred: Exposure to validation of conversational AI/GenAI.

• Preferred: Understanding of telephony fundamentals.

• Knowledgeable in test management, defect tracking, CI/CD, version control, test automation, API testing, performance/load testing, GenAI productivity tools, and collaboration platforms.

🏝️ Benefits

• Options for remote and in-person work.

• A flexible work culture and adaptable hours.

• Company town halls and meetings.

• Team celebrations and social events.

• Travel opportunities for certain roles, with an expected travel commitment of up to 25%.