NeuraFlash

Quality Assurance Lead Consultant (Amazon Connect + Salesforce)

NeuraFlash • $110K — $130K *
US-AnywhereRemote in United States
Technical Services
8 - 10 years of experience
Today
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Job Overview by Ladders

Qualifications

  • 8-10 years of hands-on experience leading QA or testing teams
  • Proven expertise in testing speech applications (IVRs), chat bots, and customer service tools
  • Deep understanding of call center/contact center operations
  • Experience building or scaling a comprehensive QA program
  • Strong communication skills to convey QA status effectively to diverse stakeholders

Responsibilities

  • Act as the main quality advisor during design, planning, and delivery phases
  • Lead and mentor the QA team while actively engaging in complex testing
  • Oversee the complete QA program including planning, strategy, and defect management
  • Establish and monitor quality KPIs specific to Contact Centers
  • Design and implement test strategies for various customer interaction channels
  • Conduct go-live assessments and support by resolving production issues
  • Communicate quality status and risks to steering committees and stakeholders

Benefits

  • Remote and in-person work options with a focus on team connectivity
  • Opportunity for travel, with commitments of up to 25% for certain roles
  • Flexible working hours to accommodate personal commitments
  • Culture of collaboration where employee feedback is valued
  • Regular celebrations and fun team events to foster a positive workplace environment
Full Job Description
We9re 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. You9ll 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 impact is highest
  • Validate speech application (IVR) design - call flows, DTMF and speech recognition, routing logic, self-service menus, authentication, and error/timeout branches
  • Validate chat bot and conversational AI behavior - intent recognition, escalation/handoff to live agents, knowledge grounding, and response accuracy
  • Own end-to-end testing of integration layers - API request/response validation, middleware transformations, screen pops, and data sync across connected systems
  • Lead SIT, E2E, UAT, regression, and go-live testing activities across release cycles
  • Facilitate UAT readiness sessions with business stakeholders, supporting non-technical users and driving structured sign-off
  • Own the full defect lifecycle - creation, triage, prioritization, SLA tracking, root cause tagging, and trend analysis
  • Produce defect health reports and quality metrics summaries for leadership and stakeholders
Required Qualifications
  • 8-10 years of hands on experience leading QA or testing teams
  • Hands-on experience testing speech applications (IVRs), chat bots, and other customer service tools
  • Experience working within the call center/contact center ecosystem, with a solid understanding of customer service operations
  • Demonstrated ability to lead QA across functional, integration, regression, UAT, and go-live testing cycles
  • Experience building or scaling a QA program, including test strategy, governance, and reporting
  • Strong communication skills - able to represent QA status and risk to both technical and non-technical stakeholders
Preferred Qualifications
  • Experience with AWS, particularly Amazon Connect (IVR, Lex, Contact Flows, Lambda, Contact Lens)
  • Experience with Five9, Genesys, Nuance, other telephony technologies being migrated into AWS or Service Cloud Voice
  • Experience with Salesforce, particularly Service Cloud and Service Cloud Voice
  • Exposure to conversational AI / GenAI validation - accuracy, hallucination checks, prompt/response quality, guardrails
  • Familiarity with telephony fundamentals - ACD/routing, PSTN/toll-free/DID mapping, call recording and transcription
Tools & Technical Skills
  • Test Management & Planning - Jira/Xray, Azure DevOps, Zephyr Scale, TestRail, or qTest
  • Defect Tracking & Governance -Jira for end-to-end defect lifecycle management
  • CI/CD & DevOps-Aware Testing -Jenkins, GitHub Actions, or Azure DevOps; Git-based version control (GitHub, GitLab, or Bitbucket)
  • Test Automation & Performance Testing -UI automation for functional/regression coverage; API testing (Postman, REST Assured, or SoapUI); performance/load testing tools
  • Speech / IVR Testing -experience with tools such as Empirix Hammer or Cyara a plus
  • GenAI & Productivity Tools -Claude, Copilot, or ChatGPT for test case generation, test data creation, and QA documentation
  • Reporting & Collaboration - Confluence, Slack, Microsoft Teams, Google Drive, and SharePoint
Soft Skills & QA Leadership
  • Trusted Advisor Presence - Earns client confidence through expertise, transparency, and consistent delivery; comfortable challenging scope and requirements constructively when testability or clarity is lacking
  • Radical Ownership - Takes full accountability for quality outcomes across the program; doesn9t wait to be told what to test next and never passes the problem to someone else
  • Hands-On Leadership - Leads by doing; equally comfortable mentoring junior team members and personally drafting and executing test cases on the same day
  • Proactive Risk Management - Anticipates quality risks, raises blockers early, and brings solutions - not just problems - to every stakeholder conversation
  • Composed Under Pressure - Navigates defect escalations, client concerns, and delivery conflicts with professionalism, sound judgment, and a calm, steady presence
  • Intellectually Curious - Invests time to deeply understand the business process being tested, not just the technical specification; asks the right questions before writing the first test case
  • Comfortable with Ambiguity - Makes risk-based quality decisions and writes meaningful test cases even when requirements are incomplete or evolving
  • Finisher Mentality - Drives every test cycle through to formal sign-off and release; not someone who starts strong and disengages before the finish line
  • Clear Communicator - Articulates QA status, risks, and recommendations clearly and confidently to both technical teams and non-technical business stakeholders
  • Collaborative Coach - Develops junior QA team members, supports client UAT efforts, and fosters a quality-first culture across the entire program team


What9s it like to be a part of NeuraFlash, Part of Accenture?
  • Remote & In-Person: Whether you work out of our HQ in Massachusetts, one of our regional hubs, or you9re one of over half of our NeuraFlash, Part of Accenture Family who work remotely, we9re focused on keeping everyone connected and unified as one team.
  • Travel: Get ready to pack your bags and hit the road! For certain roles, travel is an exciting part of the job, with an anticipated travel commitment of up to 25%. So, if you have a passion for adventure and don9t mind a little jet-setting, this opportunity could be your ticket to exploring new places while making a positive impact on clients.
  • Flexibility: Do you have to take the dog to the vet, pick up the kids from school, or the in-laws from the airport? We know that a perfect 9-5 isn9t possible. So you have to jump out to do any of those, no problem! We build a culture of trust and understanding. We value good work not the hours in which you get it done
  • Collaboration: You have a voice here! If you work with a team of smart people like we do, it9s a no-brainer to take suggestions and feedback on how to keep NeuraFlash, Part of Accenture thriving. Our executive team holds town halls & company meetings where they address any suggestions or questions asked, no matter how big or small.
  • Celebrate Often: We take our work seriously, but we don9t take ourselves too seriously. Whether it is an arm wrestling contest, costume party, or ugly holiday sweaters our teams love to have fun. And while we work hard, we don9t forget to slow down and celebrate the big things and the small things together.

About NeuraFlash

NeuraFlash is focused on the development of Salesforce platforms with the use of artificial intelligence solutions. Its services includes consulting, user experience design and implementation, and other product development services. NeuraFlash offers implementation and integration services for Sales Cloud, Service Cloud, Field Service Lightning, Community Cloud, Intelligent Web Chat with Live Agent, 2-way SMS with LiveMessage, and Salesforce Einstein. NeuraFlash was founded by Brett Chisholm and is based in Boston, Massachusetts.

NeuraFlash Careers

Joining NeuraFlash offers a unique opportunity to be part of a dynamic team of professionals dedicated to innovation and excellence in the tech industry. NeuraFlash stands as a beacon of growth and leadership, providing unparalleled job opportunities in a company that values diversity and fosters a culture of professional development.

Explore Career Opportunities

NeuraFlash is actively hiring and offers a variety of positions that cater to different skills and career aspirations. From technical roles to marketing and sales, NeuraFlash is looking for passionate, curious, and innovative individuals ready to drive change and lead in the digital era.

Internship Programs

NeuraFlash's internship programs offer a robust platform for students and recent graduates to gain hands-on experience, enhance their skills, and understand the nuances of the tech industry. Interns at NeuraFlash are integral to the team, working on real projects that impact the company and its clients.

Professional Growth and Development

NeuraFlash is committed to the professional growth of its employees. The company offers comprehensive benefits and resources for career advancement, including professional development courses, leadership training, and certification programs. Employees at NeuraFlash enjoy the support and tools they need to advance their careers and expand their expertise.

Diversity and Inclusion

At NeuraFlash, diversity is more than just a policy; it's an integral part of the company's identity. Through diversity training and inclusive hiring practices, NeuraFlash ensures a workplace where everyone’s voice is heard and valued. This commitment to diversity fuels innovation and creativity within the team.

Networking and Community

NeuraFlash encourages its team members to engage in networking opportunities that enhance their professional relationships and career trajectories. The company hosts regular events and workshops that allow employees to connect with industry leaders and peers.

Benefits and Culture

NeuraFlash is known for its vibrant culture and comprehensive benefits package designed to support the well-being and satisfaction of its team members. Benefits at NeuraFlash include health, dental, and vision insurance, as well as flexible working conditions that help maintain a healthy work-life balance.

Applying for a Position

To apply for a position at NeuraFlash, candidates should prepare their resume to highlight relevant experience and skills. The interview process at NeuraFlash is designed to assess not only technical abilities but also cultural fit and alignment with the company’s values. Interested candidates can explore open positions and submit their applications through the NeuraFlash Jobs portal.

Stay Connected with NeuraFlash Careers

Keep up to date with the latest from NeuraFlash by following the Careers Blog. Gain insights from insiders, stay informed about new job opportunities, and get tips for your next interview or networking event.

Join NeuraFlash

Discover the exciting and rewarding career opportunities at NeuraFlash. Search for open positions that match your skills and interests, and join a team that is shaping the future of technology.

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Learn more about NeuraFlash
Size
251 employees
Industry
Information Technology
* Ladders Estimates

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