[Hiring] Amazon Connect Automation Consultant, Quality Assurance @NeuraFlash, Part of Accenture

Role Description

We are seeking a skilled Amazon Connect Automation QA Consultant to lead quality assurance efforts across contact center implementations. The ideal candidate brings deep expertise in Amazon Connect testing, automated IVR validation, and load & performance testing—along with a solid understanding of omni-channel and conversational AI solutions.

Key Responsibilities & Required Skills

• Amazon Connect & IVR Testing
  • Design and execute comprehensive test plans for Amazon Connect contact flows (DTMF/ASR).
  • Conduct native testing for automated flow validation using the Amazon Connect Endpoint Test Utility to verify WebRTC support and network connectivity.
  • Test CloudFormation stacks, Lambda integrations, Amazon Lex bots, call center routing rules (skill, queue, priority, time-of-day), outbound dialers, and campaign management pipelines.
  • Validate omni-channel routing across voice, chat, SMS, and email channels.
  • Verify Contact Control Panel (CCP), agent availability states, whisper flows, hold/transfer/escalation/callback scenarios, and supervisor monitoring tools.
  • Test voice user interfaces (VUI) and advanced IVR systems.
  • Validate conversational flows for text-based bots (Web, Facebook Messenger, WhatsApp, etc.).
  • Test Agentic AI and Natural Language Understanding (NLU) systems from AWS and Salesforce including Agentforce, Bedrock, Amazon Lex, Google DialogFlow, or similar conversational platforms.
  • Craft test cases covering user experience and persona across all interaction channels.
  • Validate API integrations using Postman across Amazon Connect, Salesforce CRM (Service Cloud), and WFM platforms.
  • Test communications protocols including WebRTC and SIP.
  • Apply testing proficiency for AWS Lambda, S3, DynamoDB, and IAM in managing test environments.
• Load, Performance & Automation
  • Elicit requirements and define load and performance test scope.
  • Plan, script, execute, and analyze tests using JMeter, LoadRunner, or NeoLoad.
  • Leverage VUGen, Analysis, and Controller modules with deep scripting expertise.
  • Develop and maintain automated test frameworks and CI/CD pipelines using Jenkins, GitLab CI/CD, or CodeDeploy.
  • Execute performance tests for web and web service applications with high transaction rates.
  • Generate comprehensive report summaries covering system resource trends, load metrics, and bottleneck analysis.
  • Experience with Bespoken, Operata, Cyara, Hammer or any other IVR Automation tools.
• Reporting, Collaboration & Contact Center Domain
  • Generate and analyze reports using Amazon Connect’s built-in metrics and Contact Lens.
  • Bring cross-platform contact center product knowledge (Genesys, Cisco, Avaya, Twilio, or similar).
  • Lead SIT & UAT coordination including defect management with call recording references.
  • Proficient in JIRA, Qtest/Qmetry, Postman, CloudWatch, Lucid, and softphone clients.

Benefits

• Remote & In-Person: Work from HQ in Massachusetts, regional hubs, or remotely while staying connected as one team.
• Travel: Anticipated travel commitment of up to 25% for certain roles.
• Flexibility: A culture of trust and understanding allows for personal commitments during work hours.
• Collaboration: Opportunities for feedback and suggestions are encouraged, with town halls and company meetings.
• Celebrate Often: A fun work environment with events and celebrations for both big and small achievements.