Associate QA Consultant, Amazon Connect / Contact Center QA

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Skills you'll use

What you'll do

• Amazon Connect, IVR & Telephony
• Support testing of Amazon Connect Contact Flows, queues, routing, and agent workflows.
• Execute functional testing of IVR and self-service journeys, including DTMF, speech/ASR, authentication, transfers, callbacks, and error/timeout scenarios.
• Understand basic contact center and telephony concepts such as IVR, ACD, PSTN, DID/toll-free, CTI, and call recording.
• Validate agent and supervisor experiences across voice and digital channels.
• AWS & API Testing
• Perform basic testing of AWS services used within Amazon Connect solutions, including Lambda, DynamoDB, S3, Lex, and CloudWatch.
• Execute API testing using tools such as Postman.
• Validate API requests/responses, data mapping, error handling, and integrations between systems.
• Support investigation of issues across Amazon Connect, AWS, Salesforce, and third-party systems.

Who can apply

• Support testing of integrations between Amazon Connect and Salesforce Service Cloud Voice (SCV).
• Test agent workflows, CTI, screen pops, Voice Call records, and Omni-Channel functionality.
• Execute testing of Amazon Connect Chat and other omnichannel customer journeys.
• Create and execute test scenarios and test cases based on requirements, user stories, and process flows.
• Interpret basic process and IVR designs from tools such as Lucidchart or Visio.
• Prepare and manage test data required for testing.
• Log, track, and retest defects using tools such as Jira.
• Participate in defect triage and work with development and project teams to resolve issues.

About NeuraFlash, Part of Accenture

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