Senior QA Consultant – Amazon Connect, Contact Center QA

🔥 15 hours ago

🇮🇳 India – Remote

⏰ Full Time

🟠 Senior

📞 Call Center Representative

👻 Ghost score 16%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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NeuraFlash

WebsiteLinkedInAll Job Openings

201 - 500 employees

💼 Consulting

🏭 Manufacturing

📣 Marketing

Consulting • Manufacturing • Marketing

NeuraFlash is a leading provider of AI-powered solutions across multiple industries, specializing in the implementation and integration of Salesforce and AWS platforms. They offer a wide range of services, including change management, data analytics, and managed services, tailored to sectors like manufacturing, retail, communications, financial services, and more. As a Salesforce and AWS partner, NeuraFlash is known for its innovative AI solutions, including Agentforce Service Cloud and Voice, which help businesses streamline operations and enhance customer service. Through their dedicated team of experts, NeuraFlash aims to create seamless, transformative experiences for their diverse clientele, leveraging their expertise in automation and data integration to deliver real business outcomes.

📋 Description

• 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 appropriate guardrails • Source, 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

🎯 Requirements

• 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 • 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 • Experience with IVR automation tools such as Cyara, Empirix Hammer, Bespoken or Operata • Experience planning and executing load/performance testing using JMeter, LoadRunner, NeoLoad or equivalent is desirable • 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 • Strong analytical and problem-solving skills • 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 E2E business processes • Ability to communicate quality risks and provide data-driven release readiness recommendations

🏖️ Benefits

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