Quality Assurance Lead Consultant (Amazon Connect + Salesforce)

Why NeuraFlash , Part of Accenture:

At NeuraFlash , Part of Accenture, we are redefining the future of business through the power of AI and groundbreaking technologies like Agentforce. As a trusted leader in AI, AWS, and Salesforce innovation, we craft intelligent solutions—integrating Salesforce Einstein, Service Cloud Voice, Amazon Connect, Agentforce and more—to revolutionize workflows, elevate customer experiences, and deliver tangible results. From conversational AI to predictive analytics, we empower organizations to stay ahead in an ever-evolving digital landscape with cutting-edge, tailored strategies.

We are proud to be creating the future of generative AI and AI agents. Salesforce has launched Agentforce, and NeuraFlash , Part of Accenture, was selected as the only partner for the private beta prior to launch. Post-launch, we’ve earned the distinction of being Salesforce’s #1 partner for Agentforce, reinforcing our role as pioneers in this transformative space.

Be part of the NeuraFlash , Part of Accenture journey and help shape the next wave of AI-powered transformation. Here, you’ll collaborate with trailblazing experts who are passionate about pushing boundaries and leveraging technologies like Agentforce to create impactful customer outcomes. Whether you're developing advanced AI-powered bots, streamlining business operations, or building solutions using the latest generative AI technologies, your work will drive innovation at scale. If you’re ready to make your mark in the AI space, NeuraFlash , Part of Accenture is the place for you.

We're looking for a hands-on QA Lead 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 customer service tools. You'll serve as the quality gatekeeper across functional, SIT, E2E, UAT, regression, and go-live activities, while remaining comfortable stepping in as a hands-on contributor — leading by example, not just by direction.

The ideal candidate has worked within the call center ecosystem, understands customer service operations end-to-end, and brings 8 - 10 years of experience leading QA efforts and testing teams. Experience with AWS is required and Salesforce is a plus.
Key Responsibilities
QA Strategy & Leadership

- Be the primary quality advisor embedded in design, planning, and delivery—surface risks early, not late

- 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—test coverage for call flows, automation ROI, first-call resolution testing, and cycle time

- Design test strategies for multi-channel interactions (voice, chat, SMS), agent workflows, and failover scenarios

- Lead go-live readiness assessments and hypercare support—triage production issues quickly and maintain a known issues log

- Report quality status to steering committees and program reviews, framing risks in business impact (SLA, customer satisfaction, call abandonment)

- Partner early with Product and Engineering so quality ownership spreads across the organization, not just QA

- Apply sampling strategies, accuracy benchmarking, and prompt regression testing to validate LLM-powered and Agentic AI features; leverage GenAI tools to accelerate test case generation, documentation, and overall QA productivity

Test Design & Execution

- Author detailed, scenario-based test cases and traceability matrices covering functional, integration, regression, and UAT cycles

- Write thorough negative, boundary, and edge-case scenarios across IVR, chat bot, and customer service workflows — not just happy-path coverage

- Lead exploratory testing for complex, ambiguous workflows, applying risk-based judgment to prioritize coverage where business imp