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 settings. 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

📌 Qa Architect Bengaluru
🏢 EXL Talent Acquisition Team
📍 Bengaluru