Quality Assurance Lead Consultant (Amazon Connect & Salesforce)

About the role

We are seeking a hands‑on Quality Assurance Lead Consultant to own end‑to‑end quality strategies for our customer‑facing contact‑center and self‑service technologies, including speech applications, IVRs, chat bots and other service tools.

Key responsibilities

• Act as the primary quality advisor embedded in design, planning and delivery, surfacing risks early.
• 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: 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 and cycle time.
• Design test strategies for multi‑channel interactions (voice, chat, SMS), agent workflows and failover scenarios.
• Lead go‑live readiness activities and ensure successful production launches.

Required profile

• 8‑10 years of experience leading QA efforts and testing teams within a call‑center ecosystem.
• Deep understanding of end‑to‑end customer‑service operations.
• Hands‑on attitude with the ability to contribute directly to testing activities.
• Experience with AWS is required; Salesforce experience is a plus.

Required skills

• AWS
• Salesforce
• Amazon Connect
• IVR testing
• Speech application testing
• Chatbot testing
• Multi‑channel testing (voice, chat, SMS)
• QA strategy and defect triage