Associate QA Consultant, Amazon Connect / Contact Center QA

Accountabilities

• Support functional, integration, regression, and end-to-end testing across Amazon Connect contact center solutions.
• Test Amazon Connect Contact Flows, queues, routing configurations, agent workflows, IVR, and self-service journeys.
• Execute test scenarios covering DTMF, speech/ASR, authentication, transfers, callbacks, and error or timeout handling.
• Apply foundational knowledge of contact center and telephony concepts, including IVR, ACD, PSTN, DID/toll-free services, CTI, and call recording.
• Validate agent and supervisor experiences across voice, chat, and other digital channels.
• Perform basic testing of AWS services supporting contact center solutions, including Lambda, DynamoDB, S3, Lex, and CloudWatch.
• Execute API tests using Postman or similar tools and validate requests, responses, data mapping, error handling, and system integrations.
• Support troubleshooting and investigation of issues spanning Amazon Connect, AWS, Salesforce, and third-party platforms.
• Assist with Salesforce Service Cloud Voice integrations, including CTI, screen pops, Voice Call records, Omni-Channel, and agent workflows.
• Create and execute test cases based on requirements, user stories, business processes, and IVR designs.
• Interpret basic process and IVR diagrams created in tools such as Lucidchart or Visio and translate them into appropriate test scenarios.
• Prepare and manage test data, log and track defects in Jira or similar tools, and participate in defect triage and retesting.
• Support SIT, regression, UAT, and release-readiness activities while maintaining clear testing documentation and evidence.
• Develop familiarity with QA automation and support voice/IVR automation using tools such as Cyara, Empirix Hammer, Bespoken, Operata, or similar platforms.
• Gain exposure to API automation, CI/CD-based testing, and performance or load testing using tools such as JMeter, LoadRunner, or NeoLoad.

Requirements

• 1–2 years of professional QA/testing experience or at least 6 months of paid QA internship experience.
• Strong understanding of software testing fundamentals, including functional, regression, integration, and end-to-end testing.
• Basic knowledge of test case creation, execution, defect management, and standard QA processes.
• Basic understanding of APIs with hands-on experience using Postman or a comparable API testing tool.
• Basic understanding of cloud technologies, preferably AWS.
• Ability to understand business requirements and translate them into clear and effective test scenarios.
• Strong analytical and problem-solving skills, with attention to detail and a quality-focused mindset.
• Good written and verbal communication skills, along with the ability to document test results and defects clearly.
• Willingness and enthusiasm to learn Amazon Connect, contact center technologies, Salesforce, AWS, automation, and AI-driven testing.
• Exposure to Amazon Connect or other contact center/CTI platforms is an advantage.
• Basic understanding of IVR and telephony concepts is desirable.
• Exposure to Salesforce or Service Cloud is a plus.
• Experience with Jira, TestRail, QMetry, Zephyr, or similar QA management tools is beneficial.
• Exposure to SQL and basic data validation is an advantage.
• Familiarity with Java, JavaScript, Python, or another programming language for QA automation is helpful.
• Exposure to Cyara, Empirix Hammer, Bespoken, or similar IVR testing tools is a plus.
• Basic understanding of conversational AI, generative AI, or chatbot testing is desirable.
• Ability to collaborate effectively with QA, development, architecture, and business teams.
• Interest in developing a career in cloud technologies, contact centers, Salesforce, automation, and AI-powered quality engineering.

Benefits

• Fully remote work opportunity in India.
• Available to candidates based in Bengaluru, Chennai, Gurugram, Hyderabad, Noida, or Pune.
• Flexible working culture focused on outcomes rather than rigid working hours.
• Opportunity to work with Amazon Connect, AWS, Salesforce, automation, conversational AI, and generative AI technologies.
• Hands-on exposure to complex enterprise contact center and customer experience projects.
• Collaboration with experienced QA consultants, developers, architects, and business stakeholders.
• Opportunities to develop skills across cloud QA, test automation, API testing, and performance testing.
• Potential travel opportunities of up to 25% for applicable client-facing assignments.
• Open and collaborative environment where employee feedback and ideas are encouraged.
• Team activities and initiatives designed to foster connection and celebrate achievements.
• Career development opportunities within a rapidly evolving technology and consulting environment.