AWS Amazon Connect QA Consultant / Sr. QA Consultant

NeuraFlash, part of Accenture, is a leading cloud consulting and AI solutions company specializing in Salesforce, AWS, and AI-powered customer experience solutions. Their Quality Assurance practice combines quality engineering, automation, cloud technologies, and consulting expertise to deliver reliable, scalable, and intelligent solutions.

They are seeking an AWS Amazon Connect QA Consultant / Sr. QA Consultant to support complex cloud contact center implementations involving Amazon Connect, IVR/self-service, omnichannel communications, Salesforce Service Cloud Voice, APIs, and conversational/Generative AI.

This role is ideal for a QA professional with strong hands-on contact center and telephony testing experience who can independently understand complex business flows, translate technical design artifacts into comprehensive test scenarios, coordinate across multiple stakeholders, and drive testing through release readiness.

Key Responsibilities

Amazon Connect, IVR & Telephony Testing

• Design and execute functional, integration, regression, and UAT test scenarios for Amazon Connect contact centers and complex IVRs.
• Translate Lucidchart/Visio IVR flow diagrams and requirements into detailed test scripts, ensuring complete branch/path coverage.
• Test DTMF, speech/ASR, Amazon Lex, self-service journeys, authentication, ANI lookup, error/timeout handling, transfer, escalation, and callback scenarios.
• Validate routing profiles, queues, skills, priorities, agent states, hold/transfer/whisper flows, quick connects, and supervisor functionality.
• Test telephony fundamentals including PSTN/DID/toll-free, IVR, ACD, WebRTC, SIP, call recording, and transcription.
• Validate Amazon Connect Agent and Supervisor workspaces and use the Amazon Connect Endpoint Test Utility where applicable.

AWS, API & Salesforce Integration Testing

• Test integrations across AWS Lambda, DynamoDB, S3, Amazon Lex, Contact Flows, Contact Lens, and CloudWatch using the AWS Console and Amazon Connect Admin workspace.
• Perform end-to-end API testing across Amazon Connect, Salesforce, and third-party systems using Postman, SoapUI, REST-assured, or similar tools.
• Validate REST/SOAP requests and responses, schemas, data mapping, authentication, error handling, timeouts, and fallback scenarios.
• Test Salesforce Service Cloud Voice (SCV) integrations including CTI controls, Omni-Channel, screen pops, Voice Call records, agent states, and real-time transcription.

Chat, AI & Omnichannel Testing

• Test Amazon Connect Chat and omnichannel customer journeys.
• Validate conversational and Generative AI experiences using Amazon Q in Connect, Amazon Bedrock, Amazon Lex, Salesforce Agentforce, or similar platforms.
• Test intent recognition, conversational flows, context, knowledge grounding, agent assist, generated responses, escalation/handoff, and fallback scenarios.
• Evaluate AI responses for accuracy, relevance, hallucinations, and appropriate guardrails.

Test Data, Coordination & Delivery

• Source, prepare, and map test data to individual test scenarios and maintain clear scenario-to-data traceability.
• Coordinate with clients, business teams, developers, architects, and multiple vendors to understand end-to-end business processes and dependencies.
• Lead defect triage and track issues through closure with clear evidence, logs, recordings, and reproduction steps.
• Prepare test execution reports, quality metrics, test evidence, and release/go-no-go recommendations.

Automation & Performance Testing

• Experience with IVR automation tools such as Cyara, Empirix Hammer, Bespoken, Operata, or similar.
• Support API, voice, and chat test automation and CI/CD-based continuous testing.
• Experience planning and executing load/performance testing using JMeter, LoadRunner, NeoLoad, or equivalent tools is desirable.

Must-Have Skills & Experience

• 5+ years of overall QA/testing experience, including 3+ years in contact center, CTI, IVR, telephony, or cloud contact center platforms.
• Strong hands-on Amazon Connect testing experience, preferably with complex IVR and self-service implementations.
• Proven ability to read Lucidchart/Visio IVR designs and independently convert them into comprehensive functional test scripts.
• Strong understanding of IVR, ACD/routing, DTMF, ASR, PSTN, DID/toll-free, call recording, and transcription.
• Hands-on experience with Amazon Connect Admin workspace and AWS Console, including Lambda, DynamoDB, S3, Lex, and Contact Flows.
• Experience 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 API and integration testing experience using Postman, SoapUI, REST-assured, or equivalent.
• Experience with Salesforce Service Cloud Voice/CTI/Omni-Channel is highly desirable.
• Strong test planning, test case design, regression testing, defect management, and release readiness experience.
• Experience with Jira, qTest, QMetry, TestRail, Zephyr, or equivalent test management tools.

Good-to-Have

• Experience with Cyara, Empirix Hammer, or other IVR automation tools.
• Load, performance, and/or security testing experience.
• Experience validating Generative AI quality, hallucinations, grounding, and guardrails.
• Salesforce SOQL/reporting, Amazon Connect metrics, Contact Lens, and CloudWatch experience.
• Multi-language IVR/chat testing.
• Experience with Genesys, Cisco, Avaya, Twilio, or other contact center platforms.

What You’ll Bring

• Strong analytical and problem-solving skills with a quality engineering mindset.
• Ability to work independently in complex, multi-vendor consulting environments.
• Strong communication and stakeholder management skills.
• Ability to identify gaps in requirements, test data, integrations, and end-to-end business processes.
• Ability to clearly communicate quality risks and provide data-driven release readiness recommendations.