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 ResponsibilitiesQA Strategy & LeadershipBe the primary quality advisor embedded in design, planning, and delivery—surface risks early, not lateLead and mentor the QA team while staying hands-on in complex Contact Center and IVR testing scenariosOwn QA program delivery end-to-end: resource planning, test strategy, defect triage, environment coordination, and release readinessDefine and track Contact Center-specific quality KPIs—test coverage for call flows, automation ROI, first-call resolution testing, and cycle timeDesign test strategies for multi-channel interactions (voice, chat, SMS), agent workflows, and failover scenariosLead go-live readiness assessments and hypercare support—triage production issues quickly and maintain a known issues logReport 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 QAApply 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 productivityTest Design & ExecutionAuthor detailed, scenario-based test cases and traceability matrices covering functional, integration, regression, and UAT cyclesWrite thorough negative, boundary, and edge-case scenarios across IVR, chat bot, and customer service workflows — not just happy-path coverageLead exploratory testing for complex, ambiguous workflows, applying risk-based judgment to prioritize coverage where business impact is highestValidate speech application (IVR) design — call flows, DTMF and speech recognition, routing logic, self-service menus, authentication, and error/timeout branchesValidate chat bot and conversational AI behavior — intent recognition, escalation/handoff to live agents, knowledge grounding, and response accuracyOwn end-to-end testing of integration layers — API request/response validation, middleware transformations, screen pops, and data sync across connected systemsLead SIT, E2E, UAT, regression, and go-live testing activities across release cyclesFacilitate UAT readiness sessions with business stakeholders, supporting non-technical users and driving structured sign-offOwn the full defect lifecycle — creation, triage, prioritization, SLA tracking, root cause tagging, and trend analysisProduce defect health reports and quality metrics summaries for leadership and stakeholdersRequired Qualifications8-10 years of hands on experience leading QA or testing teamsHands-on experience testing speech applications (IVRs), chat bots, and other customer service toolsExperience working within the call center/contact center ecosystem, with a solid understanding of customer service operationsDemonstrated ability to lead QA across functional, integration, regression, UAT, and go-live testing cyclesExperience building or scaling a QA program, including test strategy, governance, and reportingStrong communication skills — able to represent QA status and risk to both technical and non-technical stakeholdersPreferred QualificationsExperience 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 VoiceExperience with Salesforce, particularly Service Cloud and Service Cloud VoiceExposure to conversational AI / GenAI validation — accuracy, hallucination checks, prompt/response quality, guardrailsFamiliarity with telephony fundamentals — ACD/routing, PSTN/toll-free/DID mapping, call recording and transcriptionTools & Technical SkillsTest Management & Planning – Jira/Xray, Azure DevOps, Zephyr Scale, TestRail, or qTestDefect Tracking & Governance –Jira for end-to-end defect lifecycle managementCI/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 toolsSpeech / IVR Testing –experience with tools such as Empirix Hammer or Cyara a plusGenAI & Productivity Tools –Claude, Copilot, or ChatGPT for test case generation, test data creation, and QA documentationReporting & Collaboration – Confluence, Slack, Microsoft Teams, Google Drive, and SharePointSoft Skills & QA LeadershipTrusted Advisor Presence — Earns client confidence through expertise, transparency, and consistent delivery; comfortable challenging scope and requirements constructively when testability or clarity is lackingRadical Ownership — Takes full accountability for quality outcomes across the program; doesn't wait to be told what to test next and never passes the problem to someone elseHands-On Leadership — Leads by doing; equally comfortable mentoring junior team members and personally drafting and executing test cases on the same dayProactive Risk Management — Anticipates quality risks, raises blockers early, and brings solutions — not just problems — to every stakeholder conversationComposed Under Pressure — Navigates defect escalations, client concerns, and delivery conflicts with professionalism, sound judgment, and a calm, steady presenceIntellectually 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 caseComfortable with Ambiguity — Makes risk-based quality decisions and writes meaningful test cases even when requirements are incomplete or evolvingFinisher Mentality — Drives every test cycle through to formal sign-off and release; not someone who starts strong and disengages before the finish lineClear Communicator — Articulates QA status, risks, and recommendations clearly and confidently to both technical teams and non-technical business stakeholdersCollaborative Coach — Develops junior QA team members, supports client UAT efforts, and fosters a quality-first culture across the entire program teamWhat’s 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 you're one of over half of our NeuraFlash, Part of Accenture Family who work remotely, we’re 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 don't 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 isn’t 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 doneCollaboration: You have a voice here! If you work with a team of smart people like we do, it’s 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 don’t 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 don’t forget to slow down and celebrate the big things and the small things together.
2 days ago