Senior QA Consultant, Amazon Connect – Contact Center QA

🕒 Setembro 4

🇨🇴 Colômbia – Remoto

⏰ Tempo Integral

🟠 Sênior

📞 Representante de Call Center

👻 Score fantasma 16%

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NeuraFlash

SiteLinkedInTodas as Vagas

201 - 500 funcionários

💼 Consultoria

🏭 Manufatura

📣 Marketing

Consulting • Manufacturing • Marketing

A NeuraFlash é uma provedora líder de soluções impulsionadas por IA em múltiplos setores, especializada na implementação e integração das plataformas Salesforce e AWS. Oferece uma ampla gama de serviços, incluindo gestão de mudanças, análise de dados e serviços gerenciados, adequados a segmentos como manufatura, varejo, comunicações, serviços financeiros e outros. Como parceira da Salesforce e da AWS, a NeuraFlash é reconhecida por suas soluções inovadoras de IA — incluindo Agentforce, Service Cloud e Service Cloud Voice — que ajudam as empresas a otimizar operações e elevar o atendimento ao cliente. Com uma equipe dedicada de especialistas, a NeuraFlash busca criar experiências integradas e transformadoras para sua diversificada base de clientes, alavancando sua expertise em automação e integração de dados para entregar resultados reais de negócio.

Descrição

• 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 with 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 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 • Test integrations across AWS Lambda, DynamoDB, S3, Amazon Lex, Contact Flows, Contact Lens and CloudWatch • Perform end-to-end API testing across Amazon Connect, Salesforce and third-party systems • Validate REST/SOAP requests and responses, schemas, data mapping, authentication, error handling, timeouts and fallback scenarios • Test Salesforce Service Cloud Voice integrations including CTI controls, Omni-Channel, screen pops, Voice Call records, agent states and real-time transcription • 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 • Evaluate AI responses for accuracy, relevance, hallucinations and guardrails • Prepare and map test data and maintain scenario-to-data traceability • Coordinate with clients, business teams, developers, architects and vendors on E2E processes and dependencies • Lead defect triage and track issues through closure with evidence, logs, recordings and reproduction steps • Prepare test execution reports, quality metrics, test evidence and release/go-no-go recommendations • Support API, voice and chat test automation and CI/CD-based continuous testing • Plan and execute load/performance testing where applicable

🎯 Requisitos

• 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 • Ability to read Lucidchart/Visio IVR designs and 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 • 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 • Experience with Salesforce Service Cloud Voice / CTI / Omni-Channel is highly desirable • 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 • Ability to work independently in complex, multi-vendor consulting environments • Ability to identify gaps in requirements, test data, integrations and E2E business processes

🏖️ Benefícios

• Remote and in-person work options • Flexible working arrangements • Anticipated travel commitment of up to 25% for certain roles • Company town halls and meetings • Team celebrations and social events