Sr. QA Consultant, Amazon Connect / Contact Center QA

About this role

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Skills you'll use

What you'll do

• Amazon Connect, IVR & Telephony Testing
• 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, ensuring 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 telephony fundamentals including 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.
• AWS, API & Salesforce Integration Testing
• Test integrations across AWS Lambda, DynamoDB, S3, Amazon Lex, Contact Flows, Contact Lens and CloudWatch using the AWS Console and Amazon Connect Admin workspace.
• Perform end-to-end API testing across Amazon Connect, Salesforce and third-party systems using Postman, SoapUI, REST-assured or similar tools.

Who can apply

• 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.
• Proven ability to read Lucidchart/Visio IVR designs and independently 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.

About NeuraFlash, Part of Accenture

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