Quality Assurance Lead Consultant

New

Remote - United StatesFull-TimeSenior

Salary not disclosed

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Job Details

8-10 years of hands-on experience leading QA or testing teams.
Proven experience testing speech applications (IVRs), chat bots, and other customer service tools.
Deep understanding of call center/contact center ecosystems and 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, covering strategy, governance, and reporting.
Strong communication skills for representing QA status and risk to technical and non-technical stakeholders.
Experience with AWS (Amazon Connect, Lex, Lambda, Contact Lens) is required.
Experience with Salesforce (Service Cloud, Service Cloud Voice) is a plus.
Knowledge of telephony fundamentals like ACD/routing and PSTN/DID mapping.
Familiarity with conversational AI/GenAI validation techniques.
Proficiency with test management tools like Jira/Xray, Azure DevOps, or TestRail.

Act as the primary quality advisor embedded in design, planning, and delivery to surface risks early.
Lead and mentor the QA team while remaining hands-on in complex Contact Center and IVR testing scenarios.
Own end-to-end QA program delivery, including resource planning, test strategy, defect triage, environment coordination, and release readiness.
Define and track Contact Center-specific quality KPIs like test coverage, automation ROI, and first-call resolution.
Design test strategies for multi-channel interactions, agent workflows, and failover scenarios.
Lead go-live readiness assessments and hypercare support, including triage of production issues.
Partner with Product and Engineering to ensure quality ownership across the organization.
Apply sampling and regression testing to validate LLM-powered and Agentic AI features.

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