We are looking for a seasoned Quality Lead with deep expertise in testing Contact Center and CX solutions. The ideal candidate will bring hands-on experience in Quality Assurance for Conversational AI, Agent Assist, CCaaS platforms, and frontend applications used in customer experience environments. The Quality Lead will own end-to-end QA governance, drive test strategy, manage automation initiatives, and collaborate closely with clients and internal delivery teams throughout the project lifecycle.
Conduct voice and chat flow testing, accuracy validation, and experience scoring.
Team Collaboration & Stakeholder Management
Guide, mentor, and supervise QA analysts and automation engineers.
Work closely with solution architects, delivery managers, and developers to ensure smooth releases.
Collaborate directly with clients to understand business requirements, align on test strategy, and support UAT cycles.
Participate in project planning, estimation, and risk assessment.
Project Lifecycle Support
Engage throughout SDLC to ensure quality checkpoints are embedded from requirements to deployment.
Maintain traceability from requirements to test cases and execution results.
Drive defect triage meetings and ensure timely closure of issues.
Required Skills & Experience Professional Experience
Minimum 12 years of experience in QA roles within Contact Center, CX, or Customer Engagement domains.
Strong background in testing CCaaS solutions, Conversational AI, Agent Assist products, and frontend applications.
Proven track record of leading QA teams and managing quality across large-scale implementations.
Technical & Functional Skills
Strong understanding of QA life cycle, SDLC, and Agile methodologies.
Hands-on experience with test automation (Selenium, Cypress, Postman/Newman, Python/Java frameworks, etc.).
Familiarity with NLP testing, conversation flow validation, and intent/entity accuracy evaluation.
Knowledge of CCaaS platforms (Genesys, NICE CXone, Amazon Connect, or equivalent).
Ability to analyze logs, APIs, integrations, and system workflows.
Soft Skills
Excellent communication, documentation, and stakeholder management skills.
Strong analytical and problem-solving abilities.
Ability to work under pressure and manage multiple parallel projects.
Education
Bachelor’s or Master’s degree in Computer Science, Engineering, Information Technology, or related field.
Relevant QA certifications (ISTQB, Agile QA, Automation tools) are a plus.
Role Overview
We are looking for a seasoned Quality Lead with deep expertise in testing Contact Center and CX solutions. The ideal candidate will bring hands-on experience in Quality Assurance for Conversational AI, Agent Assist, CCaaS platforms, and frontend applications used in customer experience environments. The Quality Lead will own end-to-end QA governance, drive test strategy, manage automation initiatives, and collaborate closely with clients and internal delivery teams throughout the project lifecycle.
