Sr. QA Consultant, Amazon Connect / Contact Center QA

Overview

Senior QA Consultant for Amazon Connect / Contact Center QA, supporting complex cloud contact center implementations. You will design and execute testing across Amazon Connect, IVR/telephony, integrations, and conversational/Generative AI experiences.

What you'll do

• Design and execute functional, integration, regression, and UAT test scenarios for Amazon Connect contact centers and complex IVRs.
• Convert Lucidchart/Visio IVR flow diagrams and requirements into detailed functional test scripts with branch/path coverage.
• Test DTMF, speech/ASR, Amazon Lex, self-service journeys, authentication, ANI lookup, and error/timeout handling.
• Validate routing profiles, queues, skills, priorities, agent states, and callback/escalation scenarios.
• Perform end-to-end API testing across Amazon Connect, Salesforce, and third-party systems.
• Validate chat and omnichannel customer journeys including conversational and Generative AI experiences.

What you'll need

• 5+ years overall QA/testing experience.
• 3+ years in contact center, CTI, IVR, telephony, or cloud contact center platforms.
• Hands-on Amazon Connect testing experience, preferably with complex IVR and self-service implementations.
• Ability to translate Lucidchart/Visio IVR designs into comprehensive functional test scripts.
• Strong IVR/ACD/routing and telephony knowledge including PSTN/DID/toll-free and call recording/transcription.
• Experience testing Amazon Connect Admin workspace and AWS Console (Lambda, DynamoDB, S3, Lex, Contact Flows).

Details

• Location requirement: Remote in India limited to Bengaluru, Chennai, Gurugram, Hyderabad, Noida, or Pune only.
• Anticipated travel commitment up to 25% (for certain roles).