QA Architect

Job description

Job Description: 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. Key Responsibilities Quality Leadership & Governance - 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. Testing & Automation - 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. Solution-Specific QA - 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. 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. Responsibilities: 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. Key Responsibilities Quality Leadership & Governance - 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. Testing & Automation - 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. Solution-Specific QA - 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. 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 i