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 s
📌 QA Architect (Bengaluru)
🏢 EXL
📍 Bengaluru