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. 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. Benefits Remote & In‑Person: Work out of our HQ in Massachusetts, one of our regional hubs, or remotely from anywhere—our team stays connected and unified as one. Travel: Certain roles include an anticipated travel commitment of up to 25%. Flexibility: We support a flexible schedule and work culture that prioritizes outcomes over hours. Collaboration: Opportunities to engage with a smart team, receive feedback, and contribute to company‑wide initiatives. Celebration: Team activities such as contests, parties, and seasonal events are common to celebrate successes. #J-18808-Ljbffr