Quality Assurance Lead Consultant (Amazon Connect + Salesforce)

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.

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.

Key Responsibilities

QA Strategy & Leadership

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

Test Design & Execution

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

Required Qualifications

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

Preferred Qualifications

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

Tools & Technical Skills

Test Management & Planning – Jira/Xray, Azure DevOps, Zephyr Scale, TestRail, or qTest

Defect Tracking & Governance – Jira for end-to-end defect lifecycle management

CI/CD & DevOps-Aware Testing – Jenkins, GitHub Actions, or Azure DevOps; Git-based version control (GitHub, GitLab, or Bitbucket)

Test Automation & Performance Testing – UI automation for functional/regression coverage; API testing (Postman, REST Assured, or SoapUI); performance/load testing tools

Speech / IVR Testing – experience with tools such as Empirix Hammer or Cyara a plus

GenAI & Productivity Tools – Claude, Copilot, or ChatGPT for test case generation, test data creation, and QA documentation

Reporting & Collaboration – Confluence, Slack, Microsoft Teams, Google Drive, and SharePoint

Soft Skills & QA Leadership

Trusted Advisor Presence — Earns client confidence through expertise, transparency, and consistent delivery; comfortable challenging scope and requirements constructively when testability or clarity is lacking

Radical Ownership — Takes full accountability for quality outcomes across the program; doesn't wait to be told what to test next and never passes the problem to someone else

Hands-On Leadership — Leads by doing; equally comfortable mentoring junior team members and personally drafting and executing test cases on the same day

Proactive Risk Management — Anticipates quality risks, raises blockers early, and brings solutions — not just problems — to every stakeholder conversation

Composed Under Pressure — Navigates defect escalations, client concerns, and delivery conflicts with professionalism, sound judgment, and a calm, steady presence

Intellectually Curious — Invests time to deeply understand the business process being tested, not just the t