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.
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.
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.

QA Architect

Key skills