Quality Assurance Lead Consultant – Amazon Connect, Salesforce

🔥 15 hours ago

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

🔧 QA Engineer (Quality Assurance)

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 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

• Own end-to-end quality strategies for customer-facing contact center and self-service technologies, including speech applications, IVRs, chat bots, and customer service tools • Serve as quality gatekeeper across functional, SIT, E2E, UAT, regression, and go-live activities • Advise design, planning, and delivery teams on quality and surface risks early • Lead and mentor the QA team while contributing hands-on to complex Contact Center and IVR testing • Own QA program delivery, including resource planning, test strategy, defect triage, environment coordination, and release readiness • Define and track Contact Center quality KPIs • Design multi-channel test strategies for voice, chat, SMS, agent workflows, and failover scenarios • Lead go-live readiness assessments and hypercare support • Report quality status and business-impact risks to steering committees and program reviews • Partner with Product and Engineering to distribute quality ownership • Validate LLM-powered and Agentic AI features using sampling, accuracy benchmarking, and prompt regression testing • Author scenario-based test cases and traceability matrices • Execute negative, boundary, edge-case, exploratory, functional, integration, regression, UAT, SIT, E2E, and go-live testing • Validate IVR call flows, DTMF and speech recognition, routing, menus, authentication, and error/timeout branches • Validate chatbot and conversational AI behavior, including intent recognition, escalation, knowledge grounding, and response accuracy • Test API integrations, middleware transformations, screen pops, and cross-system data synchronization • Facilitate UAT readiness and structured stakeholder sign-off • Own defect lifecycle management and produce defect health reports and quality metrics summaries

🎯 Requirements

• 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 within the call center/contact center ecosystem and 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 for representing QA status and risk to technical and non-technical stakeholders • Preferred: Experience with AWS, particularly Amazon Connect, IVR, Lex, Contact Flows, Lambda, and Contact Lens • Preferred: Experience with Five9, Genesys, Nuance, or other telephony technologies • Preferred: Experience with Salesforce, particularly Service Cloud and Service Cloud Voice • Preferred: Exposure to conversational AI/GenAI validation • Preferred: Familiarity with telephony fundamentals • Knowledge of test management, defect tracking, CI/CD, version control, test automation, API testing, performance/load testing, GenAI productivity tools, and collaboration platforms

🏖️ Benefits

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