Associate QA Consultant, Amazon Connect / Contact Center QA

Job description

### 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 are looking for anAssociate QA Consultant with 1–2 years of QA experience or a minimum of 6 months of paid QA internship experience to join our Quality Assurance team. This role is suited for someone who has a strong foundation in software testing and is interested in building expertise in Amazon Connect, IVR, Contact Center, Salesforce Service Cloud Voice, APIs, and AI-powered customer experiences. You will work closely with experienced QA consultants, developers, architects, and business stakeholders to support testing across complex customer and agent journeys. ## **Key Responsibilities** ### **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. ### **Salesforce & Omnichannel Testing** - 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. ### **Test Execution & Defect Management** - 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. - Support SIT, regression, UAT, and release readiness activities. ### **Automation & Performance Testing** - Develop an understanding of QA automation concepts and tools. - Support IVR/voice automation testing using tools such as Cyara, Empirix Hammer, Bespoken, Operata, or similar tools. - Gain exposure to API automation and CI/CD-based testing. - Support basic performance and load testing activities using tools such as JMeter, LoadRunner, NeoLoad, or equivalent. ## **Must-Have Skills & Experience** - 1–2 years of QA/testing experience OR minimum 6 months of paid QA internship experience. - Strong understanding of software testing fundamentals, including functional, regression, integration, and end-to-end testing. - Basic understanding of test case creation, test execution, defect management, and QA processes. - Basic knowledge of APIs and hands-on exposure to Postman or similar tools. - Basic understanding of cloud concepts, preferably AWS. - Strong analytical and problem-solving skills. - Ability to understand business requirements and convert them into test scenarios. - Good communication and documentation skills. - Willingness to learn Amazon Connect, Contact Center, Salesforce, AWS, and AI-based technologies. ## **Good-to-Have Skills** - Exposure to Amazon Connect or other Contact Center/CTI platforms. - Basic understanding of IVR and telephony concepts. - Exposure to Salesforce or Service Cloud. - Experience with Jira, TestRail, QMetry, Zephyr, or similar QA tools. - Exposure to SQL and basic data validation. - Exposure to QA automation or scripting using Java, JavaScript, Python, or similar. - Exposure to Cyara, Empirix Hammer, Bespoken, or similar testing tools. - Basic understanding of Generative AI, conversational AI, or chatbot testing. ## **What You’ll Bring** - Strong foundation in QA and software testing concepts. - Curiosity and willingness to learn new technologies and tools. - Ability to work collaboratively with QA, development, architecture, and business teams. - Attention to detail and a quality-focused mindset. - Ability to troubleshoot issues and follow problems across multiple systems. - Interest in building a career in Cloud, Contact Center, Salesforce, Automation, and AI-driven Quality Engineering. --- **Equal Employment Opportunity Statement** *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.* --- ### 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.