Amazon Connect Automation Consultant, Quality Assurance

About the role

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, Amazon, 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 are seeking a skilled Amazon Connect Automation QA Consultant to lead quality assurance efforts across contact center implementations. The ideal candidate brings deep expertise in Amazon Connect testing, automated IVR validation, and load & performance testing-along with a solid understanding of omni-channel and conversational AI solutions. Key Responsibilities & Required Skills Amazon Connect & IVR Testing Design and execute comprehensive test plans for Amazon Connect contact flows (DTMF/ASR), including native testing for automated flow validation using the Amazon Connect Endpoint Test Utility to verify WebRTC support and network connectivity. Test CloudFormation stacks, Lambda integrations, Amazon Lex bots, call center routing rules (skill, queue, priority, time-of-day), outbound dialers, and campaign management pipelines. Validate omni-channel routing across voice, chat, SMS, and email channels; verify Contact Control Panel (CCP), agent availability states, whisper flows, hold/transfer/escalation/callback scenarios, and supervisor monitoring tools. Test voice user interfaces (VUI) and advanced IVR systems; validate conversational flows for text-based bots (Web, Facebook Messenger, WhatsApp, etc.). Test Agentic AI and Natural Language Understanding (NLU) systems from AWS and Salesforce including Agentforce, Bedrock, Amazon Lex, Google DialogFlow, or similar conversational platforms; craft test cases covering user experience and persona across all interaction channels. Validate API integrations using Postman across Amazon Connect, Salesforce CRM (Service Cloud), and WFM platforms; test communications protocols including WebRTC and SIP; apply testing proficiency for AWS Lambda, S3, DynamoDB, and IAM in managing test environments. Load, Performance & Automation Elicit requirements and define load and performance test scope; plan, script, execute, and analyze tests using JMeter, LoadRunner, or NeoLoad; leverage VUGen, Analysis, and Controller modules with deep scripting expertise. Develop and maintain automated test frameworks and CI/CD pipelines using Jenkins, GitLab CI/CD, or CodeDeploy for continuous validation of Amazon Connect deployments; SQL and AWS cloud platform knowledge required. Execute performance tests for web and web service applications with high transaction rates; generate comprehensive report summaries covering system resource trends, load metrics, and bottleneck analysis. Experience with Bespoken, Operata, Cyara, Hammer or any other IVR Automation tools Reporting, Collaboration & Contact Center Domain Generate and analyze reports using Amazon Connect's built-in metrics and Contact Lens to surface quality trends, defect patterns, and SLA compliance data for stakeholder review. Bring cross-platform contact center product knowledge (Genesys, Cisco, Avaya, Twilio, or similar) to benchmark Amazon Connect behavior and guide migration or integration test strategies. Lead SIT & UAT coordination including defect management with call recording references, business scenario refinement, and UAT walkthroughs; proficient in JIRA, Qtest/Qmetry, Postman, CloudWatch, Lucid, and softphone clients. Equal Employment Opportunity Statement All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expressio

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