Quality Assurance Lead Consultant (Amazon Connect + Salesforce)
We're looking for a hands-on QA Lead to own end-to-end quality strategies for our customer-facing contact center and self-service technologies — including speech applications, IVRs, chat bots, and other customer service tools. You'll serve as the quality gatekeeper across functional, SIT, E2E, UAT, regression, and go-live activities, while remaining comfortable stepping in as a hands-on contributor — leading by example, not just by direction.
The ideal candidate has worked within the call center ecosystem, understands customer service operations end-to-end, and brings 8 - 10 years of experience leading QA efforts and testing teams. Experience with AWS is required and Salesforce is a plus.
Key Responsibilities
QA Strategy & Leadership
Be the primary quality advisor embedded in design, planning, and delivery—surface risks early, not late
Lead and mentor the QA team while staying hands-on in complex Contact Center and IVR testing scenarios
Own QA program delivery end-to-end: resource planning, test strategy, defect triage, environment coordination, and release readiness
Define and track Contact Center-specific quality KPIs—test coverage for call flows, automation ROI, first-call resolution testing, and cycle time
Design test strategies for multi-channel interactions (voice, chat, SMS), agent workflows, and failover scenarios
Lead go-live readiness assessments and hypercare support—triage production issues quickly and maintain a known issues log
Report quality status to steering committees and program reviews, framing risks in business impact (SLA, customer satisfaction, call abandonment)
Partner early with Product and Engineering so quality ownership spreads across the organization, not just QA
Apply sampling strategies, accuracy benchmarking, and prompt regression testing to validate LLM-powered and Agentic AI features; leverage GenAI tools to accelerate test case generation, documentation, and overall QA productivity
Test Design & Execution
Author detailed, scenario-based test cases and traceability matrices covering functional, integration, regression, and UAT cycles
Write thorough negative, boundary, and edge-case scenarios across IVR, chat bot, and customer service workflows — not just happy-path coverage
Lead exploratory testing for complex, ambiguous workflows, applying risk-based judgment to prioritize coverage where business impact is highest
Validate speech application (IVR) design — call flows, DTMF and speech recognition, routing logic, self-service menus, authentication, and error/timeout branches
Validate chat bot and conversational AI behavior — intent recognition, escalation/handoff to live agents, knowledge grounding, and response accuracy
Own end-to-end testing of integration layers — API request/response validation, middleware transformations, screen pops, and data sync across connected systems
Lead SIT, E2E, UAT, regression, and go-live testing activities across release cycles
Facilitate UAT readiness sessions with business stakeholders, supporting non-technical users and driving structured sign-off
Own the full defect lifecycle — creation, triage, prioritization, SLA tracking, root cause tagging, and trend analysis
Produce defect health reports and quality metrics summaries for leadership and stakeholders
Required Qualifications
8-10 years of hands on experience leading QA or testing teams
Hands-on experience testing speech applications (IVRs), chat bots, and other customer service tools
Experience working within the call center/contact center ecosystem, with a solid understanding of customer service operations
Demonstrated ability to lead QA across functional, integration, regression, UAT, and go-live testing cycles
Experience building or scaling a QA program, including test strategy, governance, and reporting
Strong communication skills — able to represent QA status and risk to both technical and non-technical stakeholders
Preferred Qualifications
Experience with AWS, particularly Amazon Connect (IVR, Lex, Contact Flows, Lambda, Contact Lens)
Experience with Five9, Genesys, Nuance, other telephony technologies being migrated into AWS or Service Cloud Voice
Experience with Salesforce, particularly Service Cloud and Service Cloud Voice
Exposure to conversational AI / GenAI validation — accuracy, hallucination checks, prompt/response quality, guardrails
Familiarity with telephony fundamentals — ACD/routing, PSTN/toll-free/DID mapping, call recording and transcription
Tools & Technical Skills
Test Management & Planning – Jira/Xray, Azure DevOps, Zephyr Scale, TestRail, or qTest
Defect Tracking & Governance – Jira for end-to-end defect lifecycle management
CI/CD & DevOps-Aware Testing – Jenkins, GitHub Actions, or Azure DevOps; Git-based version control (GitHub, GitLab, or Bitbucket)
Test Automation & Performance Testing – UI automation for functional/regression coverage; API testing (Postman, REST Assured, or SoapUI); performance/load testing tools
Speech / IVR Testing – experience with tools such as Empirix Hammer or Cyara a plus
GenAI & Productivity Tools – Claude, Copilot, or ChatGPT for test case generation, test data creation, and QA documentation
Reporting & Collaboration – Confluence, Slack, Microsoft Teams, Google Drive, and SharePoint
Soft Skills & QA Leadership
Trusted Advisor Presence — Earns client confidence through expertise, transparency, and consistent delivery; comfortable challenging scope and requirements constructively when testability or clarity is lacking
Radical Ownership — Takes full accountability for quality outcomes across the program; doesn't wait to be told what to test next and never passes the problem to someone else
Hands-On Leadership — Leads by doing; equally comfortable mentoring junior team members and personally drafting and executing test cases on the same day
Proactive Risk Management — Anticipates quality risks, raises blockers early, and brings solutions — not just problems — to every stakeholder conversation
Composed Under Pressure — Navigates defect escalations, client concerns, and delivery conflicts with professionalism, sound judgment, and a calm, steady presence
Intellectually Curious — Invests time to deeply understand the business process being tested, not just the technical specification; asks the right questions before writing the first test case
Comfortable with Ambiguity — Makes risk-based quality decisions and writes meaningful test cases even when requirements are incomplete or evolving
Finisher Mentality — Drives every test cycle through to formal sign-off and release; not someone who starts strong and disengages before the finish line
Clear Communicator — Articulates QA status, risks, and recommendations clearly and confidently to both technical teams and non-technical business stakeholders
Collaborative Coach — Develops junior QA team members, supports client UAT efforts, and fosters a quality-first culture across the entire program team
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