Quality Assurance Lead Consultant (Amazon Connect + Salesforce)

Why NeuraFlash, Part of Accenture:

At NeuraFlash, Part of Accenture, we are redefining the future of business through the power of AI and groundbreaking technologies like Agentforce. As a trusted leader in AI, AWS, and Salesforce innovation, we craft intelligent solutions-integrating Salesforce Einstein, Service Cloud Voice, Amazon Connect, Agentforce and more-to revolutionize workflows, elevate customer experiences, and deliver tangible results. From conversational AI to predictive analytics, we empower organizations to stay ahead in an ever-evolving digital landscape with cutting-edge, tailored strategies.

We are proud to be creating the future of generative AI and AI agents. Salesforce has launched Agentforce, and NeuraFlash, Part of Accenture, was selected as the only partner for the private beta prior to launch. Post-launch, we’ve earned the distinction of being Salesforce’s #1 partner for Agentforce, reinforcing our role as pioneers in this transformative space.

Be part of the NeuraFlash, Part of Accenture journey and help shape the next wave of AI-powered transformation. Here, you’ll collaborate with trailblazing experts who are passionate about pushing boundaries and leveraging technologies like Agentforce to create impactful customer outcomes. Whether you're developing advanced AI-powered bots, streamlining business operations, or building solutions using the latest generative AI technologies, your work will drive innovation at scale. If you’re ready to make your mark in the AI space, NeuraFlash, Part of Accenture is the place for you.

We're looking for a hands-on QA Lead to own end-to-end quality strategies for our customer-facing contact center and self-service technologies - including speech applications, IVRs, chat bots, and other customer service tools. You'll serve as the quality gatekeeper across functional, SIT, E2E, UAT, regression, and go-live activities, while remaining comfortable stepping in as a hands-on contributor - leading by example, not just by direction.

The ideal candidate has worked within the call center ecosystem, understands customer service operations end-to-end, and brings 8 - 10 years of experience leading QA efforts and testing teams. Experience with AWS is required and Salesforce is a plus.

Key Responsibilities

QA Strategy & Leadership

• Be the primary quality advisor embedded in design, planning, and delivery-surface risks early, not late
• Lead and mentor the QA team while staying hands-on in complex Contact Center and IVR testing scenarios
• Own QA program delivery end-to-end: resource planning, test strategy, defect triage, environment coordination, and release readiness
• Define and track Contact Center-specific quality KPIs-test coverage for call flows, automation ROI, first-call resolution testing, and cycle time
• Design test strategies for multi-channel interactions (voice, chat, SMS), agent workflows, and failover scenarios
• Lead go-live readiness assessments and hypercare support-triage production issues quickly and maintain a known issues log
• Report quality status to steering committees and program reviews, framing risks in business impact (SLA, customer satisfaction, call abandonment)
• Partner early with Product and Engineering so quality ownership spreads across the organization, not just QA
• Apply sampling strategies, accuracy benchmarking, and prompt regression testing to validate LLM-powered and Agentic AI features; leverage GenAI tools to accelerate test case generation, documentation, and overall QA productivity

Test Design & Execution

• Author detailed, scenario-based test cases and traceability matrices covering functional, integration, regression, and UAT cycles
• Write thorough negative, boundary, and edge-case scenarios across IVR, chat bot, and customer service workflows - not just happy-path coverage
• Lead exploratory testing for complex, ambiguous workflows, applying risk-based judgment to prioritize coverage where business impact is highest
• Validate speech application (IVR) design - call flows, DTMF and speech recognition, routing logic, self-service menus, authentication, and error/timeout branches
• Validate chat bot and conversational AI behavior - intent recognition, escalation/handoff to live agents, knowledge grounding, and response accuracy
• Own end-to-end testing of integration layers - API request/response validation, middleware transformations, screen pops, and data sync across connected systems
• Lead SIT, E2E, UAT, regression, and go-live testing activities across release cycles
• Facilitate UAT readiness sessions with business stakeholders, supporting non-technical users and driving structured sign-off
• Own the full defect lifecycle - creation, triage, prioritization, SLA tracking, root cause tagging, and trend analysis
• Produce defect health reports and quality metrics summaries for leadership and stakeholders

Required Qualifications

• 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 working within the call center/contact center ecosystem, with a solid 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 - able to represent QA status and risk to both technical and non-technical stakeholders

Preferred Qualifications

• Experience with AWS, particularly Amazon Connect (IVR, Lex, Contact Flows, Lambda, Contact Lens)
• Experience with Five9, Genesys, Nuance, other telephony technologies being migrated into AWS or Service Cloud Voice
• Experience with Salesforce, particularly Service Cloud and Service Cloud Voice
• Exposure to conversational AI / GenAI validation - accuracy, hallucination checks, prompt/response quality, guardrails
• Familiarity with telephony fundamentals - ACD/routing, PSTN/toll-free/DID mapping, call recording and transcription

Tools & Technical Skills

• Test Management & Planning - Jira/Xray, Azure DevOps, Zephyr Scale, TestRail, or qTest
• Defect Tracking & Governance - Jira for end-to-end defect lifecycle management
• CI/CD & DevOps-Aware Testing - Jenkins, GitHub Actions, or Azure DevOps; Git-based version control (GitHub, GitLab, or Bitbucket)
• Test Automation & Performance Testing - UI automation for functional/regression coverage; API testing (Postman, REST Assured, or SoapUI); performance/load testing tools
• Speech / IVR Testing - experience with tools such as Empirix Hammer or Cyara a plus
• GenAI & Productivity Tools - Claude, Copilot, or ChatGPT for test case generation, test data creation, and QA documentation
• Reporting & Collaboration - Confluence, Slack, Microsoft Teams, Google Drive, and SharePoint

Soft Skills & QA Leadership

• Trusted Advisor Presence - Earns client confidence through expertise, transparency, and consistent delivery; comfortable challenging scope and requirements constructively when testability or clarity is lacking
• Radical Ownership - Takes full accountability for quality outcomes across the program; doesn't wait to be told what to test next and never passes the problem to someone else
• Hands-On Leadership - Leads by doing; equally comfortable mentoring junior team members and personally drafting and executing test cases on the same day
• Proactive Risk Management - Anticipates quality risks, raises blockers early, and brings solutions - not just problems - to every stakeholder conversation
• Composed Under Pressure - Navigates defect escalations, client concerns, and delivery conflicts with professionalism, sound judgment, and a calm, steady presence
• Intellectually Curious - Invests time to deeply understand the business process being tested, not just the technical specification; asks the right questions before writing the first test case
• Comfortable with Ambiguity - Makes risk-based quality decisions and writes meaningful test cases even when requirements are incomplete or evolving
• Finisher Mentality - Drives every test cycle through to formal sign-off and release; not someone who starts strong and disengages before the finish line
• Clear Communicator - Articulates QA status, risks, and recommendations clearly and confidently to both technical teams and non-technical business stakeholders
• Collaborative Coach - Develops junior QA team members, supports client UAT efforts, and fosters a quality-first culture across the entire program team

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.

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What’s it like to be a part of NeuraFlash, Part of Accenture?

• Remote & In-Person: Whether you work out of our HQ in Massachusetts, one of our regional hubs, or you're one of over half of our NeuraFlash, Part of Accenture Family who work remotely, we’re focused on keeping everyone connected and unified as one team.
• Travel: Get ready to pack your bags and hit the road! For certain roles, travel is an exciting part of the job, with an anticipated travel commitment of up to 25%. So, if you have a passion for adventure and don't mind a little jet-setting, this opportunity could be your ticket to exploring new places while making a positive impact on clients.
• Flexibility: Do you have to take the dog to the vet, pick up the kids from school, or the in-laws from the airport? We know that a perfect 9-5 isn’t possible. So you have to jump out to do any of those, no problem! We build a culture of trust and understanding. We value good work not the hours in which you get it done
• Collaboration: You have a voice here!  If you work with a team of smart people like we do, it’s a no-brainer to take suggestions and feedback on how to keep NeuraFlash, Part of Accenture thriving.  Our executive team holds town halls & company meetings where they address any suggestions or questions asked, no matter how big or small.
• Celebrate Often: We take our work seriously, but we don’t take ourselves too seriously. Whether it is an arm wrestling contest, costume party, or ugly holiday sweaters our teams love to have fun. And while we work hard, we don’t forget to slow down and celebrate the big things and the small things together.