Sr. QA Consultant, Amazon Connect / Contact Center QA

neuraflash; Colombia; Presencial; COP 40.000.000 - 70.000.000; Jornada completa

Descripción de la vacante

NeuraFlash, Part of Accenture is seeking an AWS Amazon Connect QA Consultant / Sr. QA Consultant to support complex cloud contact center implementations involving Amazon Connect, IVR, omnichannel workflows and Salesforce integrations.

You will test end-to-end flows, validate agent/workspace functionality, and coordinate with multiple stakeholders to ensure release readiness. The role requires hands-on testing experience with contact centers, telephony testing, and familiarity with API testing

Formación

• Experience in QA testing for cloud contact centers and telephony
• Ability to translate business flows into test scenarios
• Familiarity with API testing and integration testing
• Knowledge of telephony concepts (PSTN, IVR, ACD) and CRM integrations
• Strong coordination with cross-functional teams during releases

Responsabilidades

• Design and execute functional, integration, regression and UAT tests for Amazon Connect contact centers and complex IVRs
• Translate IVR flow diagrams and requirements into detailed test scripts with full branch coverage
• Test DTMF, speech/ASR, Amazon Lex, self-service journeys, authentication, and callback scenarios
• Validate routing profiles, queues, skills, agent states, and supervisor functionality
• Perform end-to-end API testing across AWS, Salesforce and third-party systems

Herramientas

Amazon Connect

Postman

REST-assured

Descripción del empleo

Why NeuraFlash, Part of Accenture: At NeuraFlash, Part of Accenture, we are redefining the future of business through the power of AI and groundbreaking technologies like Agentforce. As a trusted leader in AI, AWS, and Salesforce innovation, we craft intelligent solutions-integrating Salesforce Einstein, Service Cloud Voice, Amazon Connect, Agentforce and more-to revolutionize workflows, elevate customer experiences, and deliver tangible results. From conversational AI to predictive analytics, we empower organizations to stay ahead in an ever-evolving digital landscape with cutting-edge, tailored strategies.

We are proud to be creating the future of generative AI and AI agents. Salesforce has launched Agentforce, and NeuraFlash, Part of Accenture, was selected as the only partner for the private beta prior to launch. Post-launch, we've earned the distinction of being Salesforce's #1 partner for Agentforce, reinforcing our role as pioneers in this transformative space.

Be part of the NeuraFlash, Part of Accenture journey and help shape the next wave of AI-powered transformation. Here, you'll collaborate with trailblazing experts who are passionate about pushing boundaries and leveraging technologies like Agentforce to create impactful customer outcomes. Whether you're developing advanced AI-powered bots, streamlining business operations, or building solutions using the latest generative AI technologies, your work will drive innovation at scale. If you're ready to make your mark in the AI space, NeuraFlash, Part of Accenture is the place for you.

NeuraFlash is a leading cloud consulting and AI solutions company specializing in Salesforce, AWS, and AI-powered customer experience solutions. Our Quality Assurance practice goes beyond traditional software testing-we combine quality engineering, automation, cloud technologies, and consulting expertise to help clients deliver reliable, scalable, and intelligent solutions.

We are looking for an AWS Amazon Connect QA Consultant / Sr. QA Consultant to support complex cloud contact center implementations involving Amazon Connect, IVR/self-service, omnichannel communications, Salesforce Service Cloud Voice, APIs, and conversational/Generative AI.

This role is ideal for a QA professional with strong hands-on contact center and telephony testing experience who can independently understand complex business flows, translate technical design artifacts into comprehensive test scenarios, coordinate across multiple stakeholders, and drive testing through release readiness.

Key Responsibilities

Amazon Connect, IVR & Telephony Testing

• Design and execute functional, integration, regression and UAT test scenarios for Amazon Connect contact centers and complex IVRs.
• Translate Lucidchart/Visio IVR flow diagrams and requirements into detailed test scripts, ensuring complete branch/path coverage.
• Test DTMF, speech/ASR, Amazon Lex, self-service journeys, authentication, ANI lookup, error/timeout handling, transfer, escalation and callback scenarios.
• Validate routing profiles, queues, skills, priorities, agent states, hold/transfer/whisper flows, quick connects and supervisor functionality.
• Test telephony fundamentals including PSTN/DID/toll-free, IVR, ACD, WebRTC, SIP, call recording and transcription.
• Validate Amazon Connect Agent and Supervisor workspaces and use the Amazon Connect Endpoint Test Utility where applicable.

AWS, API & Salesforce Integration Testing

• Test integrations across AWS Lambda, DynamoDB, S3, Amazon Lex, Contact Flows, Contact Lens and CloudWatch using the AWS Console and Amazon Connect Admin workspace.
• Perform end-to-end API testing across Amazon Connect, Salesforce and third-party systems using Postman, SoapUI, REST-assured or similar tools.
• Validate REST/SOAP requests and responses, schemas, data mapping, authentication, error handling, timeouts and fallback scenarios.
• Test Salesforce Service Cloud Voice (SCV) integrations including CTI controls, Omni-Channel, screen pops, Voice Call records, agent states and real-time transcription.

Chat, AI & Omnichannel Testing

• Test Amazon Connect Chat and omnichannel customer journeys.
• Validate conversational and Generative AI experiences using Amazon Q in Connect, Amazon Bedrock, Amazon Lex, Salesforce Agentforce or similar platforms.
• Test intent recognition, conversational flows, context, knowledge grounding, agent assist, generated responses, escalation/handoff and fallback scenarios.
• Evaluate AI responses for accuracy, relevance, hallucinations and appropriate guardrails.

Test Data, Coordination & Delivery

• Source, prepare and map test data to individual test scenarios and maintain clear scenario-to-data traceability.
• Coordinate with clients, business teams, developers, architects and multiple vendors to understand E2E business processes and dependencies.
• Lead defect triage and track issues through closure with clear evidence, logs, recordings and reproduction steps.
• Prepare test execution rep