Associate QA Consultant, Amazon Connect / Contact Center QA

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an Associate QA Consultant, Amazon Connect / Contact Center QA based in India.

This is an early-career opportunity for a QA professional looking to build expertise in cloud contact center technologies.

You will support testing across Amazon Connect, IVR, telephony, APIs, Salesforce Service Cloud Voice, and omnichannel customer journeys.

Working alongside experienced QA consultants, developers, architects, and business stakeholders, you will gain exposure to complex enterprise environments.

The role offers hands-on experience in functional, integration, regression, and end-to-end testing while developing strong defect management and test execution skills.

You will also have opportunities to explore automation, performance testing, conversational AI, and generative AI quality validation.

Your work will help ensure reliable customer and agent experiences across voice and digital channels.

This role is well suited to a curious, detail-oriented tester who wants to grow toward cloud, automation, contact center, and AI-driven quality engineering.

Accountabilities

• Support functional, integration, regression, and end-to-end testing across Amazon Connect contact center solutions.
• Test Amazon Connect Contact Flows, queues, routing configurations, agent workflows, IVR, and self-service journeys.
• Execute test scenarios covering DTMF, speech/ASR, authentication, transfers, callbacks, and error or timeout handling.
• Apply foundational knowledge of contact center and telephony concepts, including IVR, ACD, PSTN, DID/toll-free services, CTI, and call recording.
• Validate agent and supervisor experiences across voice, chat, and other digital channels.
• Perform basic testing of AWS services supporting contact center solutions, including Lambda, DynamoDB, S3, Lex, and CloudWatch.
• Execute API tests using Postman or similar tools and validate requests, responses, data mapping, error handling, and system integrations.
• Support troubleshooting and investigation of issues spanning Amazon Connect, AWS, Salesforce, and third-party platforms.
• Assist with Salesforce Service Cloud Voice integrations, including CTI, screen pops, Voice Call records, Omni-Channel, and agent workflows.
• Create and execute test cases based on requirements, user stories, business processes, and IVR designs.
• Interpret basic process and IVR diagrams created in tools such as Lucidchart or Visio and translate them into appropriate test scenarios.
• Prepare and manage test data, log and track defects in Jira or similar tools, and participate in defect triage and retesting.
• Support SIT, regression, UAT, and release-readiness activities while maintaining clear testing documentation and evidence.
• Develop familiarity with QA automation and support voice/IVR automation using tools such as Cyara, Empirix Hammer, Bespoken, Operata, or similar platforms.
• Gain exposure to API automation, CI/CD-based testing, and performance or load testing using tools such as JMeter, LoadRunner, or NeoLoad.

Requirements

• 1-2 years of professional QA/testing experience or at least 6 months of paid QA internship experience.
• Strong understanding of software testing fundamentals, including functional, regression, integration, and end-to-end testing.
• Basic knowledge of test case creation, execution, defect management, and standard QA processes.
• Basic understanding of APIs with hands-on experience using Postman or a comparable API testing tool.
• Basic understanding of cloud technologies, preferably AWS.
• Ability to understand business requirements and translate them into clear and effective test scenarios.
• Strong analytical and problem-solving skills, with attention to detail and a quality-focused mindset.
• Good written and verbal communication skills, along with the ability to document test results and defects clearly.
• Willingness and enthusiasm to learn Amazon Connect, contact center technologies, Salesforce, AWS, automation, and AI-driven testing.
• Exposure to Amazon Connect or other contact center/CTI platforms is an advantage.
• Basic understanding of IVR and telephony concepts is desirable.
• Exposure to Salesforce or Service Cloud is a plus.
• Experience with Jira, TestRail, QMetry, Zephyr, or similar QA management tools is beneficial.
• Exposure to SQL and basic data validation is an advantage.
• Familiarity with Java, JavaScript, Python, or another programming language for QA automation is helpful.
• Exposure to Cyara, Empirix Hammer, Bespoken, or similar IVR testing tools is a plus.
• Basic understanding of conversational AI, generative AI, or chatbot testing is desirable.
• Ability to collaborate effectively with QA, development, architecture, and business teams.
• Interest in developing a career in cloud technologies, contact centers, Salesforce, automation, and AI-powered quality engineering.

Benefits

• Fully remote work opportunity in India.
• Available to candidates based in Bengaluru, Chennai, Gurugram, Hyderabad, Noida, or Pune.
• Flexible working culture focused on outcomes rather than rigid working hours.
• Opportunity to work with Amazon Connect, AWS, Salesforce, automation, conversational AI, and generative AI technologies.
• Hands-on exposure to complex enterprise contact center and customer experience projects.
• Collaboration with experienced QA consultants, developers, architects, and business stakeholders.
• Opportunities to develop skills across cloud QA, test automation, API testing, and performance testing.
• Potential travel opportunities of up to 25% for applicable client-facing assignments.
• Open and collaborative environment where employee feedback and ideas are encouraged.
• Team activities and initiatives designed to foster connection and celebrate achievements.
• Career development opportunities within a rapidly evolving technology and consulting environment.