9 дней назад
Sr. QA Consultant, Amazon Connect / Contact Center QA
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Sr. QA Consultant, Amazon Connect / Contact Center QA (Amazon Connect, AWS, IVR, Telephony): Designing and executing functional, integration, regression, UAT, API, chat, and AI testing for cloud contact centers with an accent on complex IVR flows, telephony, Salesforce Service Cloud Voice, and conversational AI. Focus on translating contact center designs into complete test coverage, validating integrations and AI responses, coordinating defect resolution, and driving release readiness.
Location: Remote - Colombia
Company
, part of Accenture, is a cloud consulting and AI solutions company specializing in Salesforce, AWS, and AI-powered customer experience solutions.
What you will do
- Design and execute functional, integration, regression, and UAT scenarios for Amazon Connect contact centers and complex IVRs.
- Translate Lucidchart and Visio IVR designs into detailed test scripts covering routing, authentication, transfers, escalation, callbacks, and error handling.
- Test AWS, Salesforce Service Cloud Voice, API, chat, omnichannel, and telephony integrations.
- Validate conversational and generative AI experiences, including intent recognition, grounding, response quality, hallucinations, guardrails, and escalation flows.
- Prepare test data, coordinate with clients and delivery teams, lead defect triage, and track issues through closure.
- Produce quality metrics, test evidence, and release or go/no-go recommendations while supporting automation and performance testing.
Requirements
- 5+ years of overall QA or testing experience, including 3+ years in contact centers, CTI, IVR, telephony, or cloud contact center platforms.
- Hands-on experience testing Amazon Connect, complex IVR and self-service implementations, Amazon Connect workspaces, Chat, and AWS services including Lambda, DynamoDB, S3, Lex, and Contact Flows.
- Strong understanding of IVR, ACD and routing, DTMF, ASR, PSTN, DID and toll-free services, call recording, transcription, and telephony workflows.
- Experience with API and integration testing using Postman, SoapUI, REST-assured, or equivalent tools.
- Experience with test planning, test case design, regression testing, defect management, release readiness, and test management tools such as Jira, qTest, QMetry, TestRail, or Zephyr.
- Ability to work independently, manage stakeholders, identify end-to-end quality risks, and communicate data-driven recommendations.
Nice to have
- Experience with Salesforce Service Cloud Voice, CTI, Omni-Channel, SOQL, Contact Lens, and CloudWatch.
- Experience with IVR automation tools such as Cyara or Empirix Hammer.
- Load, performance, security, or continuous testing experience using tools such as JMeter, LoadRunner, or NeoLoad.
- Experience evaluating generative AI quality, multi-language IVR or chat, or platforms such as Genesys, Cisco, Avaya, or Twilio.
Culture & Benefits
- Remote work is available, with an established remote workforce and collaboration across offices and locations.
- Certain roles may require travel of up to 25% for client engagements.
- Flexible working practices support personal responsibilities and focus on outcomes rather than fixed hours.
- Collaborative culture with opportunities to share feedback directly through town halls and company meetings.
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