QA Architect

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.

• Lead the QA function across multiple projects, ensuring delivery of high-quality CX and Contact Center solutions.
• Define, implement, and continuously enhance QA processes, methodologies, and best practices.
• Establish quality metrics, dashboards, and reporting mechanisms for internal stakeholders and clients.

• Oversee the creation, review, and execution of comprehensive test plans and test cases.
• Drive automated testing initiatives using industry-standard tools and frameworks.
• Evaluate and select automation tools suitable for Conversational AI, CCaaS, and web/frontend solutions.
• Ensure robust regression, functional, performance, and integration testing.

• Lead testing efforts for Conversational AI bots, NLP/NLU workflows, Agent Assist tools, and Omnichannel CCaaS platforms (e.g., Genesys, NICE CXone, Amazon Connect, Avaya, etc.).
• Validate integrations between contact center platforms, backend systems, APIs, and front-end customer interfaces.
• Conduct voice and chat flow testing, accuracy validation, and experience scoring.

• 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.

• 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.

• 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.

• 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.

• Excellent communication, documentation, and stakeholder management skills.
• Strong analytical and problem-solving abilities.
• Ability to work under pressure and manage multiple parallel projects.

• 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.

• 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.