Quality Assurance Lead Consultant (Amazon Connect + Salesforce)

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Quality Assurance Lead Consultant (Amazon Connect + Salesforce) based in United States.

As a Quality Assurance Lead Consultant, you will own end-to-end quality strategy for customer-facing contact center and self-service technologies, including speech applications, IVRs, chatbots, and conversational AI. You will act as the quality gatekeeper across functional, integration, SIT, E2E, UAT, regression, and go-live activities. The role combines hands-on testing with QA leadership, requiring you to guide teams while remaining directly involved in complex testing scenarios. You will work across AWS, Amazon Connect, Salesforce, telephony, and AI-powered customer service technologies. Your expertise will help identify risks early, improve release confidence, and protect customer experience. You will also help shape modern QA practices through automation, GenAI-assisted testing, and risk-based quality strategies.

• Own the QA program end-to-end, including test strategy, resource planning, governance, defect triage, environment coordination, and release readiness.
• Act as a primary quality advisor throughout design, planning, and delivery, identifying risks early and challenging requirements constructively when testability or clarity is lacking.
• Lead and mentor QA teams while remaining hands-on with complex contact center, IVR, chatbot, and customer service testing scenarios.
• Define and track contact center quality KPIs, including test coverage, automation ROI, first-call-resolution testing, and testing cycle time.
• Design testing strategies for multi-channel customer interactions across voice, chat, SMS, agent workflows, and failover scenarios.
• Lead go-live readiness assessments and hypercare activities, quickly triaging production issues and maintaining known-issue tracking.
• Create detailed, scenario-based test cases and traceability matrices covering functional, integration, regression, SIT, E2E, and UAT cycles.
• Validate IVR call flows, DTMF and speech recognition, routing, self-service menus, authentication, error handling, and timeout scenarios.
• Test conversational AI and chatbot behavior, including intent recognition, escalation to live agents, knowledge grounding, response accuracy, and guardrails.
• Lead end-to-end integration testing across APIs, middleware, screen pops, data transformations, and connected systems.
• Own the complete defect lifecycle, including creation, prioritization, SLA tracking, root-cause tagging, trend analysis, and stakeholder reporting.
• Apply sampling strategies, accuracy benchmarking, prompt regression testing, and GenAI tools to validate AI-powered and agentic features and improve QA productivity.
• Report quality status, risks, and business impact to technical teams, business stakeholders, steering committees, and program leadership.
• Contribute to a quality-first culture by coaching QA professionals, supporting client UAT, and partnering closely with Product and Engineering teams.

Requirements:

• 8–10 years of hands-on experience leading QA or testing teams, preferably within customer service or contact center environments.
• Demonstrated experience testing speech applications, IVRs, chatbots, and other customer-facing service technologies.
• Strong understanding of contact center operations and customer service workflows.
• Proven ability to lead functional, integration, regression, UAT, and go-live testing across complex programs.
• Experience building or scaling QA programs, including test strategy, governance, reporting, and quality metrics.
• Required experience with AWS, with Amazon Connect experience strongly preferred, including IVR, Lex, Contact Flows, Lambda, or Contact Lens.
• Salesforce experience is preferred, particularly Service Cloud and Service Cloud Voice.
• Familiarity with contact center and telephony platforms such as Five9, Genesys, Nuance, or similar technologies.
• Understanding of telephony fundamentals including ACD/routing, PSTN, toll-free and DID mapping, call recording, and transcription.
• Experience validating conversational AI or GenAI systems, including response accuracy, hallucination detection, prompt quality, and guardrails.
• Familiarity with QA and test management platforms such as Jira/Xray, Azure DevOps, Zephyr Scale, TestRail, or qTest.
• Experience with API testing, UI automation, performance testing, CI/CD, and Git-based development workflows.
• Familiarity with tools such as Postman, REST Assured, SoapUI, Jenkins, GitHub Actions, or Azure DevOps is beneficial.
• Experience with IVR testing tools such as Empirix Hammer or Cyara is a plus.
• Comfortable using AI productivity tools such as Claude, Copilot, or ChatGPT for test generation, test data creation, and documentation.
• Strong communication, risk management, problem-solving, and stakeholder management skills.
• Trusted-advisor mindset with the confidence to challenge requirements, surface risks early, and communicate quality issues clearly.
• Hands-on leadership style with a strong sense of ownership, attention to detail, curiosity, and a commitment to driving testing through formal sign-off.
• Ability to remain composed under pressure and make sound, risk-based decisions when requirements or delivery conditions are evolving.

Benefits:

• Remote position available across the United States.
• Flexible work culture focused on outcomes rather than rigid working hours.
• Opportunity to work with cutting-edge AWS, Salesforce, conversational AI, GenAI, and Agentic AI technologies.
• Exposure to complex customer experience and contact center transformation initiatives.
• Collaborative environment with opportunities to contribute ideas directly to leadership and cross-functional teams.
• Opportunities for professional growth through hands-on work with emerging technologies and modern QA practices.
• Company culture that emphasizes trust, inclusion, collaboration, and continuous learning.
• Opportunities to participate in team events, company meetings, celebrations, and community-building activities.
• Certain roles may include travel of up to 25%, depending on client and project requirements.

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

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