Quality Assurance Lead Consultant (Amazon Connect + Salesforce)

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Quality Assurance Lead Consultant (Amazon Connect + Salesforce) based in United States.

As a Quality Assurance Lead Consultant, you will own end-to-end quality strategy for customer-facing contact center and self-service technologies, including speech applications, IVRs, chatbots, and conversational AI. You will act as the quality gatekeeper across functional, integration, SIT, E2E, UAT, regression, and go-live activities. The role combines hands-on testing with QA leadership, requiring you to guide teams while remaining directly involved in complex testing scenarios. You will work across AWS, Amazon Connect, Salesforce, telephony, and AI-powered customer service technologies. Your expertise will help identify risks early, improve release confidence, and protect customer experience. You will also help shape modern QA practices through automation, GenAI-assisted testing, and risk-based quality strategies.

Accountabilities:

• Own the QA program end-to-end, including test strategy, resource planning, governance, defect triage, environment coordination, and release readiness.
• Act as a primary quality advisor throughout design, planning, and delivery, identifying risks early and challenging requirements constructively when testability or clarity is lacking.
• Lead and mentor QA teams while remaining hands-on with complex contact center, IVR, chatbot, and customer service testing scenarios.
• Define and track contact center quality KPIs, including test coverage, automation ROI, first-call-resolution testing, and testing cycle time.
• Design testing strategies for multi-channel customer interactions across voice, chat, SMS, agent workflows, and failover scenarios.
• Lead go-live readiness assessments and hypercare activities, quickly triaging production issues and maintaining known-issue tracking.
• Create detailed, scenario-based test cases and traceability matrices covering functional, integration, regression, SIT, E2E, and UAT cycles.
• Validate IVR call flows, DTMF and speech recognition, routing, self-service menus, authentication, error handling, and timeout scenarios.
• Test conversational AI and chatbot behavior, including intent recognition, escalation to live agents, knowledge grounding, response accuracy, and guardrails.
• Lead end-to-end integration testing across APIs, middleware, screen pops, data transformations, and connected systems.
• Own the complete defect lifecycle, including creation, prioritization, SLA tracking, root-cause tagging, trend analysis, and stakeholder reporting.
• Apply sampling strategies, accuracy benchmarking, prompt regression testing, and GenAI tools to validate AI-powered and agentic features and improve QA productivity.
• Report quality status, risks, and business impact to technical teams, business stakeholders, steering committees, and program leadership.
• Contribute to a quality-first culture by coaching QA professionals, supporting client UAT, and partnering closely with Product and Engineering teams.

Requirements:

• 8-10 years of hands-on experience leading QA or testing teams, preferably within customer service or contact center environments.
• Demonstrated experience testing speech applications, IVRs, chatbots, and other customer-facing service technologies.
• Strong understanding of contact center operations and customer service workflows.
• Proven ability to lead functional, integration, regression, UAT, and go-live testing across complex programs.
• Experience building or scaling QA programs, including test strategy, governance, reporting, and quality metrics.
• Required experience with AWS, with Amazon Connect experience strongly preferred, including IVR, Lex, Contact Flows, Lambda, or Contact Lens.
• Salesforce experience is preferred, particularly Service Cloud and Service Cloud Voice.
• Familiarity with contact center and telephony platforms such as Five9, Genesys, Nuance, or similar technologies.
• Understanding of telephony fundamentals including ACD/routing, PSTN, toll-free and DID mapping, call recording, and transcription.
• Experience validating conversational AI or GenAI systems, including response accuracy, hallucination detection, prompt quality, and guardrails.
• Familiarity with QA and test management platforms such as Jira/Xray, Azure DevOps, Zephyr Scale, TestRail, or qTest.
• Experience with API testing, UI automation, performance testing, CI/CD, and Git-based development workflows.
• Familiarity with tools such as Postman, REST Assured, SoapUI, Jenkins, GitHub Actions, or Azure DevOps is beneficial.
• Experience with IVR testing tools such as Empirix Hammer or Cyara is a plus.
• Comfortable using AI productivity tools such as Claude, Copilot, or ChatGPT for test generation, test data creation, and documentation.
• Strong communication, risk management, problem-solving, and stakeholder management skills.
• Trusted-advisor mindset with the confidence to challenge requirements, surface risks early, and communicate quality issues clearly.
• Hands-on leadership style with a strong sense of ownership, attention to detail, curiosity, and a commitment to driving testing through formal sign-off.
• Ability to remain composed under pressure and make sound, risk-based decisions when requirements or delivery conditions are evolving.

Benefits:

• Remote position available across the United States.
• Flexible work culture focused on outcomes rather than rigid working hours.
• Opportunity to work with cutting-edge AWS, Salesforce, conversational AI, GenAI, and Agentic AI technologies.
• Exposure to complex customer experience and contact center transformation initiatives.
• Collaborative environment with opportunities to contribute ideas directly to leadership and cross-functional teams.
• Opportunities for professional growth through hands-on work with emerging technologies and modern QA practices.
• Company culture that emphasizes trust, inclusion, collaboration, and continuous learning.
• Opportunities to participate in team events, company meetings, celebrations, and community-building activities.
• Certain roles may include travel of up to 25%, depending on client and project requirements.