Associate QA Consultant, Amazon Connect / Contact Center QA

Overview

Associate QA Consultant supporting testing of Amazon Connect contact center, IVR, Salesforce Service Cloud Voice and API integrations for NeuraFlash, Part of Accenture.

What you'll do

• Support testing of Amazon Connect Contact Flows, queues, routing, and agent workflows.
• Execute functional testing of IVR and self-service journeys, including DTMF, speech/ASR, authentication, transfers, callbacks, and error/timeout scenarios.
• Understand basic contact center and telephony concepts such as IVR, ACD, PSTN, DID/toll-free, CTI, and call recording.
• Validate agent and supervisor experiences across voice and digital channels.
• Perform basic testing of AWS services used within Amazon Connect solutions, including Lambda, DynamoDB, S3, Lex, and CloudWatch.
• Execute API testing using tools such as Postman, validating requests/responses, data mapping, error handling, and integrations between systems.
• Support investigation of issues across Amazon Connect, AWS, Salesforce, and third-party systems.
• Support testing of integrations between Amazon Connect and Salesforce Service Cloud Voice (SCV).
• Test agent workflows, CTI, screen pops, Voice Call records, and Omni-Channel functionality.
• Execute testing of Amazon Connect Chat and other omnichannel customer journeys.
• Create and execute test scenarios and test cases based on requirements, user stories, and process flows.
• Interpret basic process and IVR designs from tools such as Lucidchart or Visio.
• Prepare and manage test data required for testing.
• Log, track, and retest defects using tools such as Jira, and participate in defect triage with development and project teams.
• Support SIT, regression, UAT, and release readiness activities.
• Develop an understanding of QA automation concepts and tools, and support IVR/voice automation testing using tools such as Cyara, Empirix Hammer, Bespoken, Operata, or similar.
• Gain exposure to API automation and CI/CD-based testing.
• Support basic performance and load testing using tools such as JMeter, LoadRunner, NeoLoad, or equivalent.

What you'll need

• 1–2 years of QA/testing experience OR minimum 6 months of paid QA internship experience.
• Strong understanding of software testing fundamentals, including functional, regression, integration, and end-to-end testing.
• Basic understanding of test case creation, test execution, defect management, and QA processes.
• Basic knowledge of APIs and hands-on exposure to Postman or similar tools.
• Basic understanding of cloud concepts, preferably AWS.
• Strong analytical and problem-solving skills.
• Ability to understand business requirements and convert them into test scenarios.
• Good communication and documentation skills.
• Willingness to learn Amazon Connect, Contact Center, Salesforce, AWS, and AI-based technologies.

Nice to have

• Exposure to Amazon Connect or other Contact Center/CTI platforms.
• Basic understanding of IVR and telephony concepts.
• Exposure to Salesforce or Service Cloud.
• Experience with Jira, TestRail, QMetry, Zephyr, or similar QA tools.
• Exposure to SQL and basic data validation.
• Exposure to QA automation or scripting using Java, JavaScript, Python, or similar.
• Exposure to Cyara, Empirix Hammer, Bespoken, or similar testing tools.
• Basic understanding of Generative AI, conversational AI, or chatbot testing.

Details

• Location: Remote in India (Bengaluru, Chennai, Gurugram, Hyderabad, Noida, or Pune only).