Quality Assurance Lead Consultant (Amazon Connect + Salesforce)

NeuraFlash, Part of Accenture

1d • Remote

About The Position

We're looking for a hands-on QA Lead to own end-to-end quality strategies for our customer-facing contact center and self-service technologies — including speech applications, IVRs, chat bots, and other customer service tools. You'll serve as the quality gatekeeper across functional, SIT, E2E, UAT, regression, and go-live activities, while remaining comfortable stepping in as a hands-on contributor — leading by example, not just by direction. The ideal candidate has worked within the call center ecosystem, understands customer service operations end-to-end, and brings 8 - 10 years of experience leading QA efforts and testing teams. Experience with AWS is required and Salesforce is a plus.

Requirements

• 8-10 years of hands on experience leading QA or testing teams
• Hands-on experience testing speech applications (IVRs), chat bots, and other customer service tools
• Experience working within the call center/contact center ecosystem, with a solid understanding of customer service operations
• Demonstrated ability to lead QA across functional, integration, regression, UAT, and go-live testing cycles
• Experience building or scaling a QA program, including test strategy, governance, and reporting
• Strong communication skills — able to represent QA status and risk to both technical and non-technical stakeholders

Nice To Haves

• Experience with AWS, particularly Amazon Connect (IVR, Lex, Contact Flows, Lambda, Contact Lens)
• Experience with Five9, Genesys, Nuance, other telephony technologies being migrated into AWS or Service Cloud Voice
• Experience with Salesforce, particularly Service Cloud and Service Cloud Voice
• Exposure to conversational AI / GenAI validation — accuracy, hallucination checks, prompt/response quality, guardrails
• Familiarity with telephony fundamentals — ACD/routing, PSTN/toll-free/DID mapping, call recording and transcription

Responsibilities

• Be the primary quality advisor embedded in design, planning, and delivery—surface risks early, not late
• Lead and mentor the QA team while staying hands-on in complex Contact Center and IVR testing scenarios
• Own QA program delivery end-to-end: resource planning, test strategy, defect triage, environment coordination, and release readiness
• Define and track Contact Center-specific quality KPIs—test coverage for call flows, automation ROI, first-call resolution testing, and cycle time
• Design test strategies for multi-channel interactions (voice, chat, SMS), agent workflows, and failover scenarios
• Lead go-live readiness assessments and hypercare support—triage production issues quickly and maintain a known issues log
• Report quality status to steering committees and program reviews, framing risks in business impact (SLA, customer satisfaction, call abandonment)
• Partner early with Product and Engineering so quality ownership spreads across the organization, not just QA
• Apply sampling strategies, accuracy benchmarking, and prompt regression testing to validate LLM-powered and Agentic AI features; leverage GenAI tools to accelerate test case generation, documentation, and overall QA productivity
• Author detailed, scenario-based test cases and traceability matrices covering functional, integration, regression, and UAT cycles
• Write thorough negative, boundary, and edge-case scenarios across IVR, chat bot, and customer service workflows — not just happy-path coverage
• Lead exploratory testing for complex, ambiguous workflows, applying risk-based judgment to prioritize coverage where business impact is highest
• Validate speech application (IVR) design — call flows, DTMF and speech recognition, routing logic, self-service menus, authentication, and error/timeout branches
• Validate chat bot and conversational AI behavior — intent recognition, escalation/handoff to live agents, knowledge grounding, and response accuracy
• Own end-to-end testing of integration layers — API request/response validation, middleware transformations, screen pops, and data sync across connected systems
• Lead SIT, E2E, UAT, regression, and go-live testing activities across release cycles
• Facilitate UAT readiness sessions with business stakeholders, supporting non-technical users and driving structured sign-off
• Own the full defect lifecycle — creation, triage, prioritization, SLA tracking, root cause tagging, and trend analysis
• Produce defect health reports and quality metrics summaries for leadership and stakeholders

Benefits

• Accenture Equal Opportunity Statement
• Accenture is an EEO and Affirmative Action Employer of Veterans/Individuals with Disabilities.
• Accenture is committed to providing veteran employment opportunities to our service men and women.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed