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.