Quality Assurance Lead Consultant (Amazon Connect + Salesforce)

About This Opportunity

We are representing a confidential technology consulting organization that specializes in AI-powered customer experience solutions. Our talent team is seeking a hands-on Quality Assurance Lead Consultant to own end-to-end quality strategies for contact center and self-service technologies including speech applications, IVRs, and chat bots.

This is a remote position based in the United States with up to 25% travel. You'll serve as the quality gatekeeper across functional, integration, UAT, regression, and go-live activities while remaining comfortable stepping in as a hands-on contributor—leading by example, not just by direction.

Responsibilities

• Serve as the primary quality advisor embedded in design, planning, and delivery phases—surface risks early and maintain proactive communication
• 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 including resource planning, test strategy, defect triage, environment coordination, and release readiness
• Define and track contact center-specific quality KPIs such as test coverage for call flows, automation ROI, first-call resolution testing, and cycle time
• Design test strategies for multi-channel interactions including voice, chat, SMS, agent workflows, and failover scenarios
• Lead go-live readiness assessments and hypercare support—triage production issues quickly and maintain known issues logs
• 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
• Validate speech application design including call flows, DTMF and speech recognition, routing logic, self-service menus, authentication, and error/timeout branches
• Validate chat bot and conversational AI behavior including intent recognition, escalation/handoff to live agents, and response accuracy
• Own end-to-end testing of integration layers—API request/response validation, middleware transformations, and data sync across connected systems
• Facilitate UAT readiness sessions with business stakeholders and drive structured sign-off
• Own the full defect lifecycle including creation, triage, prioritization, SLA tracking, root cause tagging, and trend analysis
• Report quality status to steering committees and program reviews, framing risks in business impact terms

What We're Looking For

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 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
• Experience with AWS (required)
• Strong communication skills—able to represent QA status and risk to both technical and non-technical stakeholders

Preferred Qualifications:

• Experience with Amazon Connect (IVR, Lex, Contact Flows, Lambda, Contact Lens)
• Experience with telephony platforms such as Five9, Genesys, or Nuance
• Experience with Salesforce, particularly Service Cloud and Service Cloud Voice
• Exposure to conversational AI and GenAI validation including accuracy, hallucination checks, and prompt/response quality
• Familiarity with telephony fundamentals including ACD/routing, PSTN/toll-free/DID mapping, call recording and transcription

Technical Skills:

• Test management tools: Jira/Xray, Azure DevOps, Zephyr Scale, TestRail, or qTest
• CI/CD and DevOps: Jenkins, GitHub Actions, or Azure DevOps; Git-based version control
• Test automation and API testing: Postman, REST Assured, or SoapUI
• Speech/IVR testing tools (Empirix Hammer or Cyara a plus)
• GenAI productivity tools: Claude, Copilot, or ChatGPT for test case generation and documentation

Leadership Qualities:

• Trusted advisor presence—earns client confidence through expertise and transparency
• Radical ownership—takes full accountability for quality outcomes across the program
• Hands-on leadership—comfortable mentoring team members and personally executing test cases
• Proactive risk management—anticipates quality risks and brings solutions, not just problems
• Composed under pressure—navigates defect escalations and delivery conflicts with professionalism
• Intellectually curious—invests time to deeply understand the business process being tested
• Clear communicator—articulates QA status, risks, and recommendations confidently to all stakeholders

How We Work With You

When you apply through Get A Job.ai, one of our specialized recruiters will review your qualifications and contact you if there's a strong match. We'll conduct an initial screening to understand your background, expectations, and fit for the role. Once aligned, we'll submit your profile to our client for consideration.

Please apply exclusively through Get A Job.ai—do not contact the client directly. Our team will manage all communications and keep you informed throughout the process.

Pay

Compensation details will be discussed during the screening process based on experience and qualifications.

Equal Employment Opportunity: Get A Job.ai is committed to creating a diverse and inclusive environment. We provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected characteristic under applicable law.