Sr. QA Consultant, Amazon Connect / Contact Center QA

Job description

**This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Sr. QA Consultant, Amazon Connect / Contact Center QA based in India.** This is a senior quality engineering opportunity focused on cloud-based contact center and customer experience solutions. You will take ownership of testing complex Amazon Connect environments spanning IVR, telephony, APIs, Salesforce, and omnichannel journeys. The role combines hands-on functional, integration, regression, and UAT testing with strong end-to-end quality ownership. You will translate technical designs and business requirements into comprehensive test scenarios and release-ready validation. You will also contribute to testing conversational and generative AI experiences, assessing accuracy, relevance, grounding, and safety. Working across developers, architects, business stakeholders, clients, and technology partners, you will help identify risks and drive issues through resolution. This is an ideal role for an independent QA professional who enjoys complex environments, cloud technologies, and solving challenging quality problems. ### Accountabilities - Design and execute functional, integration, regression, and UAT testing for Amazon Connect contact centers, IVRs, self-service experiences, and complex customer journeys. - Translate Lucidchart and Visio IVR flow diagrams, technical designs, and business requirements into detailed test scenarios and scripts with comprehensive branch and path coverage. - Validate DTMF, speech/ASR, Amazon Lex, authentication, ANI lookup, error and timeout handling, transfers, escalations, callbacks, routing profiles, queues, skills, priorities, agent states, and supervisor workflows. - Test core telephony capabilities including PSTN, DID and toll-free numbers, ACD, WebRTC, SIP, call recording, transcription, and Amazon Connect Agent and Supervisor workspaces. - Test AWS integrations involving Lambda, DynamoDB, S3, Amazon Lex, Contact Flows, Contact Lens, and CloudWatch, using the AWS Console and Amazon Connect administration tools. - Perform end-to-end API and integration testing across Amazon Connect, Salesforce, and third-party platforms, validating requests, responses, schemas, mappings, authentication, errors, timeouts, and fallback scenarios. - Validate Salesforce Service Cloud Voice integrations, including CTI controls, Omni-Channel, screen pops, Voice Call records, agent states, and real-time transcription. - Test chat and omnichannel journeys as well as conversational and generative AI experiences using platforms such as Amazon Q in Connect, Amazon Bedrock, Amazon Lex, and Salesforce Agentforce. - Evaluate AI-driven experiences for intent recognition, context, knowledge grounding, response accuracy, hallucinations, escalation, handoff, fallback behavior, and appropriate guardrails. - Prepare and maintain test data, establish scenario-to-data traceability, and coordinate with clients, business teams, developers, architects, and vendors to understand end-to-end processes and dependencies. - Lead defect triage and resolution, maintaining clear evidence, logs, recordings, reproduction steps, and status tracking through closure. - Produce test execution reports, quality metrics, test evidence, and data-driven release or go/no-go recommendations. - Support automation and continuous testing using tools such as Cyara, Empirix Hammer, Bespoken, Operata, or similar platforms, as well as API, voice, and chat automation. - Contribute to load and performance testing using tools such as JMeter, LoadRunner, or NeoLoad where required. - Mentor team members, identify gaps in requirements and testing coverage, and promote a strong quality engineering mindset across delivery teams. ## Requirements - 5+ years of overall QA/testing experience, including at least 3 years working with contact centers, CTI, IVR, telephony, or cloud contact center platforms. - Strong hands-on experience testing Amazon Connect, preferably across complex IVR, self-service, and omnichannel implementations. - Proven ability to independently interpret Lucidchart or Visio IVR designs and convert them into comprehensive functional test scripts. - Strong knowledge of IVR, ACD/routing, DTMF, ASR, PSTN, DID/toll-free services, call recording, transcription, and related telephony concepts. - Hands-on experience with the Amazon Connect Admin workspace and AWS Console, including Lambda, DynamoDB, S3, Amazon Lex, and Contact Flows. - Experience testing Amazon Connect Agent/Supervisor workspaces and Chat. - Experience with Amazon Q in Connect, Amazon Bedrock, Amazon Lex, or comparable conversational and generative AI technologies. - Strong API and integration testing experience using Postman, SoapUI, REST-assured, or equivalent tools. - Experience with Salesforce Service Cloud Voice, CTI, and Omni-Channel is highly desirable. - Strong capabilities in test planning, test case design, regression testing, defect management, test execution, and release readiness. - Familiarity with Jira, qTest, QMetry, TestRail, Zephyr, or comparable test management platforms. - Experience with IVR automation tools such as Cyara or Empirix Hammer is an advantage. - Knowledge of load, performance, and/or security testing is beneficial. - Experience validating generative AI quality, including hallucinations, grounding, guardrails, and response relevance, is a plus. - Exposure to Salesforce SOQL/reporting, Amazon Connect metrics, Contact Lens, and CloudWatch is desirable. - Experience with Genesys, Cisco, Avaya, Twilio, or other contact center platforms is beneficial, as is experience with multi-language IVR or chat testing. - Strong analytical, troubleshooting, and problem-solving abilities, with the confidence to work independently in complex, multi-vendor consulting environments. - Excellent communication and stakeholder management skills, with the ability to clearly articulate quality risks and provide evidence-based recommendations. - A bachelor's degree or equivalent professional background in computer science, engineering, information technology, or a related field is advantageous. ## Benefits - Remote work opportunity available in India, specifically for candidates based in Bengaluru, Chennai, Gurugram, Hyderabad, Noida, or Pune. - Flexible working culture focused on outcomes rather than rigid working hours. - Opportunity to work on advanced cloud, AI, Salesforce, and Amazon Connect technologies. - Exposure to complex enterprise customer experience and contact center transformation projects. - Collaboration with experienced technical, consulting, and delivery professionals. - Opportunities to contribute to emerging generative AI and AI-agent initiatives. - Potential travel opportunities of up to 25% for applicable client-facing assignments. - Culture that encourages employee feedback, collaboration, and open communication. - Team activities and initiatives designed to encourage connection and celebrate achievements. - Career development opportunities in a technology-focused consulting environment.