Quality Assurance Lead Consultant (Amazon Connect + Salesforce)
New
J
JobgetherContact Center IT
Remote position available across the United States.Full-TimeLead
Salary not disclosed
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Job Details
- Experience
- 8–10 years
- Required Skills
- AWSSalesforceJiraAPI testingGenerative AI
Requirements
- 8–10 years of hands-on experience leading QA or testing teams, preferably within customer service or contact center environments.
- Demonstrated experience testing speech applications, IVRs, chatbots, and other customer-facing service technologies.
- Required experience with AWS, with Amazon Connect experience strongly preferred (IVR, Lex, Contact Flows, Lambda, Contact Lens).
- Salesforce experience preferred, particularly Service Cloud and Service Cloud Voice.
- Proven ability to lead functional, integration, regression, UAT, and go-live testing across complex programs.
- Understanding of telephony fundamentals including ACD/routing, PSTN, toll-free and DID mapping, and call recording.
- Experience validating conversational AI or GenAI systems.
- Familiarity with QA management platforms such as Jira/Xray, Azure DevOps, Zephyr Scale, or TestRail.
- Experience with API testing, UI automation, performance testing, CI/CD, and Git-based development workflows.
- Comfortable using AI productivity tools such as Claude, Copilot, or ChatGPT.
Responsibilities
- Own the QA program end-to-end, including test strategy, resource planning, governance, defect triage, environment coordination, and release readiness.
- Act as a primary quality advisor throughout design, planning, and delivery, identifying risks early and challenging requirements constructively.
- Lead and mentor QA teams while remaining hands-on with complex contact center, IVR, chatbot, and customer service testing scenarios.
- Define and track contact center quality KPIs, including test coverage, automation ROI, first-call-resolution testing, and testing cycle time.
- Lead go-live readiness assessments and hypercare activities, triaging production issues and maintaining known-issue tracking.
- Validate IVR call flows, speech recognition, routing, self-service menus, and authentication scenarios.
- Test conversational AI and chatbot behavior, including intent recognition, escalation to live agents, and guardrails.
- Own the complete defect lifecycle, including creation, prioritization, SLA tracking, and stakeholder reporting.
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