Quality Assurance Lead Consultant (Amazon Connect + Salesforce)

📋 Description

• Own end-to-end quality strategies for customer-facing contact center and self-service technologies
• Serve as quality gatekeeper across functional, SIT, E2E, UAT, regression, and go-live activities
• Lead and mentor 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
• Define and track Contact Center-specific quality KPIs—test coverage for call flows, automation ROI
• Design test strategies for multi-channel interactions (voice, chat, SMS), agent workflows, and

🎯 Requirements

• 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
• Demonstrated ability to lead QA across functional, integration, regression, UAT, and go-live
• Experience building or scaling a QA program including test strategy, governance, and reporting
• Strong communication skills to represent QA status and risk to technical and non-technical

🎁 Benefits

• Remote & In-Person work options (HQ in Massachusetts, regional hubs, or remote)
• Flexible work hours (trust-based culture)
• Collaborative culture with voice in company decisions
• Travel opportunities (up to 25% travel for certain roles)
• Celebration culture (team events, contests, etc.)
• EEO and Affirmative Action Employer