Quality Assurance Lead Consultant (Amazon Connect + Salesforce)

📋 Description

• Own the QA program end-to-end, including test strategy, resource planning, governance, defect
• Act as a primary quality advisor throughout design, planning, and delivery, identifying risks early
• Lead and mentor QA teams while remaining hands-on with complex contact center, IVR, chatbot, and
• Define and track contact center quality KPIs, including test coverage, automation ROI
• Design testing strategies for multi-channel customer interactions across voice, chat, SMS, agent
• Lead go-live readiness assessments and hypercare activities, quickly triaging production issues and

🎯 Requirements

• 8–10 years of hands-on experience leading QA or testing teams, preferably within customer service
• Demonstrated experience testing speech applications, IVRs, chatbots, and other customer-facing
• Strong understanding of contact center operations and customer service workflows.
• Proven ability to lead functional, integration, regression, UAT, and go-live testing across complex
• Experience building or scaling QA programs, including test strategy, governance, reporting, and
• Required experience with AWS, with Amazon Connect experience strongly preferred, including IVR

🎁 Benefits

• Remote position available across the United States.
• Flexible work culture focused on outcomes rather than rigid working hours.
• Opportunity to work with cutting-edge AWS, Salesforce, conversational AI, GenAI, and Agentic AI
• Exposure to complex customer experience and contact center transformation initiatives.
• Collaborative environment with opportunities to contribute ideas directly to leadership and
• Opportunities for professional growth through hands-on work with emerging technologies and modern