Remote QA Lead: Amazon Connect + Salesforce

NeuraFlash, Part of Accenture; United States; Remote; USD 120,000 - 180,000; Full time

Job summary

NeuraFlash, Part of Accenture is seeking a hands-on Quality Assurance Lead to own end-to-end QA for customer-facing contact center and self-service tools, including speech apps, IVRs, chat bots, and related workflows. The ideal candidate will lead a QA team, collaborate with Product and Engineering, and drive quality across design, SIT, E2E, UAT, and go‑live stages.

Experience with AWS, Amazon Connect, and Salesforce Service Cloud Voice is preferred; 8–10 years in QA leadership; remote work

Qualifications

• 8–10 years leading QA or testing teams.
• Hands-on testing of speech applications (IVR), chat bots, and contact tools.
• Experience in call center ecosystem and operations.
• Ability to lead QA across functional, integration, regression, UAT, and go‑live cycles.
• Experience building QA programs, governance, and reporting.
• Strong communication with technical and non‑technical stakeholders.

Responsibilities

• Serve as primary quality advisor embedded in design, planning, and delivery—surface risks early, not late
• Lead 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, automation ROI, FCR testing, cycle time
• Design test strategies for multi‑channel interactions (voice, chat, SMS) and agent workflows
• Lead go‑live readiness assessments and hypercare support—triage production issues
• Report quality status to steering committees and program reviews, framing risks in business impact
• Partner with Product and Engineering so QA ownership spreads across organization
• Apply sampling strategies and prompt regression testing for GenAI features

Skills

QA Leadership

Call center testing

AWS Connect

Salesforce Service Cloud

GenAI testing

Test strategy

Tools

Jira

Empirix Hammer

Cyara

APIs testing

CI/CD

Job description

NeuraFlash, Part of Accenture is seeking a hands-on Quality Assurance Lead to own end-to-end QA for customer-facing contact center and self-service tools, including speech apps, IVRs, chat bots, and related workflows. The ideal candidate will lead a QA team, collaborate with Product and Engineering, and drive quality across design, SIT, E2E, UAT, and go‑live stages.

Experience with AWS, Amazon Connect, and Salesforce Service Cloud Voice is preferred; 8–10 years in QA leadership; remote work