Quality Assurance Lead Consultant (Amazon Connect + Salesforce)

Role overview

Hands-on QA Lead Consultant position owning end-to-end quality for customer-facing contact center and self-service technologies, including IVRs, chat bots, and other customer service tools. The role blends program-level QA leadership with active contribution in complex testing scenarios across functional, system integration, end-to-end, UAT, regression, and go-live phases. Candidates are expected to operate as the quality gatekeeper while staying hands-on rather than purely directional.

Responsibilities

• Serve as the primary quality advisor embedded in design, planning, and delivery, surfacing risks early and reporting status to steering committees in business-impact terms such as SLA, customer satisfaction, and call abandonment.
• Lead and mentor the QA team while remaining hands-on in complex contact center and IVR testing; own resource planning, test strategy, defect triage, environment coordination, and release readiness.
• Define and track contact center-specific quality KPIs, including call flow coverage, automation ROI, first-call resolution testing, and cycle time, and design strategies for multi-channel interactions (voice, chat, SMS), agent workflows, and failover scenarios.
• Author scenario-based test cases and traceability matrices covering functional, integration, regression, and UAT cycles, including negative, boundary, and edge-case scenarios.
• Validate speech applications (call flows, DTMF and speech recognition, routing, self-service menus, authentication, error and timeout branches) and chat bot or conversational AI behavior, including intent recognition, escalation to human agents, knowledge grounding, and response accuracy.
• Apply sampling, accuracy benchmarking, and prompt regression testing to validate LLM-powered and Agentic AI features, and leverage GenAI tools to accelerate test case generation, documentation, and overall QA productivity.

Requirements

• 8–10 years of hands-on experience leading QA or testing teams.
• Direct experience testing speech applications (IVRs), chat bots, and other customer service tools within a call center or contact center ecosystem.
• Demonstrated ability to lead QA across functional, integration, regression, UAT, and go-live cycles, including building or scaling a QA program with strategy, governance, and reporting.
• Strong communication skills with the ability to represent QA status and risk to both technical and non-technical stakeholders.
• Hands-on AWS experience, particularly with Amazon Connect (IVR, Lex, Contact Flows, Lambda, Contact Lens).
• Familiarity with telephony fundamentals such as ACD/routing, PSTN/toll-free/DID mapping, and call recording and transcription.

Nice to have

• Experience with Five9, Genesys, Nuance, or other telephony platforms being migrated into AWS or Service Cloud Voice.
• Salesforce Service Cloud and Service Cloud Voice experience.
• Conversational AI or GenAI validation experience, including accuracy, hallucination checks, prompt/response quality, and guardrails.
• Tools exposure such as Jira/Xray, Azure DevOps, Zephyr Scale, TestRail, or qTest.

Benefits and work setup

Remote-friendly environment with hybrid options across regional hubs. Some roles may require up to 25% travel. Flexible hours built on trust, with a culture emphasizing collaboration, frequent recognition, and team events.