Quality Assurance Lead Consultant (Amazon Connect + Salesforce)

Location: Remote - United States

Company

hirify.global, part of Accenture, delivers AI, AWS, and Salesforce solutions including intelligent contact center and customer service technologies.

What you will do

• Own QA strategy and program delivery across functional, integration, SIT, E2E, UAT, regression, and go-live testing.
• Lead and mentor QA teams while personally testing complex contact center, IVR, chatbot, voice, chat, and SMS workflows.
• Define test coverage, quality KPIs, release readiness assessments, defect triage, and production hypercare activities.
• Design scenario-based, negative, boundary, exploratory, and risk-based tests for customer service operations and multi-channel interactions.
• Validate IVR call flows, speech recognition, routing, authentication, chatbot intent recognition, agent handoffs, knowledge grounding, and response accuracy.
• Test APIs, middleware transformations, screen pops, data synchronization, and LLM-powered or agentic AI features.

Requirements

• 8–10 years of hands-on experience leading QA or testing teams.
• Hands-on experience testing speech applications, IVRs, chatbots, and customer service tools within a call center or contact center environment.
• Experience leading functional, integration, regression, UAT, and go-live testing cycles and building QA strategy, governance, and reporting.
• Strong communication skills for presenting QA status, risks, and recommendations to technical and non-technical stakeholders.
• Experience with test management, defect tracking, API testing, UI automation, performance testing, CI/CD-aware testing, and Git-based version control.

Nice to have

• Experience with AWS, particularly Amazon Connect, Lex, Contact Flows, Lambda, and Contact Lens.
• Experience with Salesforce Service Cloud, Service Cloud Voice, Five9, Genesys, Nuance, or other telephony technologies.
• Conversational AI and GenAI validation experience, including hallucination checks, prompt and response quality, and guardrails.
• Familiarity with telephony fundamentals such as ACD/routing, PSTN, toll-free and DID mapping, call recording, and transcription.
• Experience with tools such as Jira/Xray, Azure DevOps, Zephyr Scale, TestRail, qTest, Postman, REST Assured, SoapUI, Jenkins, GitHub Actions, Empirix Hammer, or Cyara.

Culture & Benefits

• Remote work is available, with collaboration across hirify.global and Accenture teams.
• Travel may be required for certain roles, with anticipated travel of up to 25%.
• Flexible working practices focused on outcomes rather than fixed working hours.
• Collaborative environment with opportunities to contribute ideas through town halls and company meetings.
• Inclusive workplace committed to equal employment opportunity and veteran employment.