Sr. QA Consultant, Amazon Connect
Core
Design and execute functional, integration, regression, and UAT scenarios for Amazon Connect contact centers, complex IVRs, and omnichannel journeys, including evaluating conversational and generative AI experiences.
Role type
Senior QA Consultant (Cloud Contact Center & IVR)
Builds
Production-ready contact center solutions, IVR flows, and AI-driven customer experiences for enterprise clients.
Domain
Cloud Telephony, Contact Centers, Generative AI
Deliverable
production ML models | product features
Required skills
Amazon Connect (Admin, Agent, Supervisor, Chat), IVR/ACD/Routing design, AWS services (Lambda, DynamoDB, S3, Lex), API testing (Postman, SoapUI, REST-assured), Test management (Jira, qTest, TestRail), Defect triage, Load/Performance testing
Preferred skills
Salesforce Service Cloud Voice, CTI, Omni-Channel, IVR automation tools (Cyara, Empirix Hammer), Amazon Q/Bedrock, Contact Lens, CloudWatch, Multilingual testing
Responsibilities
Translate IVR flows into detailed test scripts with branch and path coverage; Test speech recognition, routing, queues, and omnichannel journeys; Evaluate conversational AI for intent recognition and hallucinations; Coordinate cross-functional stakeholders and lead defect triage; Produce quality metrics and go/no-go recommendations; Execute automation and CI/CD-based testing.
Seniority
Senior, hands-on IC
