Senior QA Consultant – Amazon Connect, Contact Center QA

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

📋 Description

• Develop and implement functional, integration, regression, and UAT test scenarios for Amazon Connect contact centers and intricate IVRs.

• Convert Lucidchart/Visio IVR flow diagrams and requirements into thorough test scripts ensuring complete branch/path coverage.

• Evaluate DTMF, speech/ASR, Amazon Lex, self-service journeys, authentication, ANI lookup, error/timeout management, transfer, escalation, and callback scenarios.

• Confirm routing profiles, queues, skills, priorities, agent states, hold/transfer/whisper flows, quick connects, and supervisor functionalities.

• Conduct testing for PSTN/DID/toll-free, IVR, ACD, WebRTC, SIP, call recording, and transcription.

• Validate Amazon Connect Agent and Supervisor workspaces and utilize the Amazon Connect Endpoint Test Utility where applicable.

• Test integrations across AWS Lambda, DynamoDB, S3, Amazon Lex, Contact Flows, Contact Lens, and CloudWatch.

• Carry out end-to-end API testing across Amazon Connect, Salesforce, and third-party systems.

• Verify REST/SOAP requests and responses, schemas, data mapping, authentication, error handling, timeouts, and fallback scenarios.

• Assess Salesforce Service Cloud Voice integrations, focusing on CTI controls, Omni-Channel, screen pops, Voice Call records, agent states, and real-time transcription.

• Test Amazon Connect Chat and omnichannel customer experiences.

• Validate conversational and Generative AI interactions utilizing Amazon Q in Connect, Amazon Bedrock, Amazon Lex, Salesforce Agentforce, or similar platforms.

• Review AI responses for precision, relevance, hallucinations, and suitable guardrails.

• Source, prepare, and map test data while ensuring scenario-to-data traceability.

• Collaborate with clients, business teams, developers, architects, and vendors on end-to-end processes and dependencies.

• Lead defect triage and monitor issues until resolution, providing evidence, logs, recordings, and reproduction steps.

• Prepare test execution reports, quality metrics, test evidence, and release/go-no-go recommendations.

• Assist in API, voice, and chat test automation, as well as CI/CD-based continuous testing.

⛳️ Requirements

• Over 5 years of comprehensive QA/testing experience, including at least 3 years in contact center, CTI, IVR, telephony, or cloud contact center platforms.

• Strong hands-on experience in testing Amazon Connect, particularly with complex IVR and self-service implementations.

• Ability to interpret Lucidchart/Visio IVR designs and transform them into detailed functional test scripts.

• Solid understanding of IVR, ACD/routing, DTMF, ASR, PSTN, DID/toll-free, call recording, and transcription.

• Practical experience with the Amazon Connect Admin workspace and AWS Console, including Lambda, DynamoDB, S3, Lex, and Contact Flows.

• Familiarity with 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 background in API and integration testing using Postman, SoapUI, REST-assured, or similar tools.

• Experience with Salesforce Service Cloud Voice / CTI / Omni-Channel is highly desirable.

• Expertise in test planning, test case design, regression testing, defect management, and release readiness.

• Familiarity with Jira, qTest, QMetry, TestRail, Zephyr, or equivalent test management tools.

• Experience using IVR automation tools like Cyara, Empirix Hammer, Bespoken, or Operata.

• Knowledge of planning and executing load/performance testing using JMeter, LoadRunner, NeoLoad, or similar tools is desirable.

• Experience in load, performance, and/or security testing.

• Proficiency in validating Generative AI quality, hallucinations, grounding, and guardrails.

• Knowledge of Salesforce SOQL/reporting, Amazon Connect metrics, Contact Lens, and CloudWatch.

• Experience in multi-language IVR/chat testing.

• Familiarity with Genesys, Cisco, Avaya, Twilio, or other contact center platforms.

• Strong analytical and problem-solving abilities.

• Ability to work independently in complex, multi-vendor consulting environments.

• Excellent communication and stakeholder management skills.

• Capacity to identify gaps in requirements, test data, integrations, and end-to-end business processes.

• Ability to communicate quality risks and provide data-driven release readiness recommendations.

🏝️ Benefits

• Options for remote and in-person work.

• Flexible work arrangements.

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

• Company town halls and meetings.

• Team celebrations and social events.