Description

Role: QA Lead (Band C)

Minimum experience: 8 - 10 years

Key Responsibilities

- Develop and execute comprehensive test strategies, test plans, and test cases for Digital Agent initiatives.
- Lead end-to-end testing activities across multiple releases and projects.
- Analyze business requirements, user stories, and acceptance criteria to ensure complete test coverage.
- Coordinate test execution activities and ensure quality deliverables are completed on schedule.
- Perform functional, integration, regression, system, and user acceptance testing.
- Validate Digital Agent solutions across – Email Channels, Voice Bots / IVR Systems, Chatbots
- Test customer interaction flows, business rules, conversation paths, and escalation scenarios.
- Validate intent recognition, entity extraction, response accuracy, and exception handling.
- Ensure a consistent user experience across all customer engagement channels.

Defect Management

- Identify, document, prioritize, and track defects using JIRA.
- Participate in defect triage sessions and collaborate with development teams to resolve issues.
- Perform root cause analysis and validate defect fixes.
- Monitor defect trends and proactively recommend quality improvements.

Agile Delivery Support

- Participate in Sprint Planning, Backlog Grooming, Story Refinement, Daily Standups, Sprint Reviews, and Retrospectives.
- Collaborate with Product Owners and Business Analysts to identify testing requirements and potential risks.
- Review user stories and acceptance criteria to ensure testability.
- Support release planning and deployment validation activities.

API & Integration Testing

- Validate integrations between Digital Agent platforms, Salesforce, Sierra, and other enterprise systems.
- Perform API testing using tools such as Postman.
- Verify accurate data exchange and business process execution across integrated systems.
- Validate system interfaces, workflows, and downstream dependencies.

Reporting & Quality Metrics

- Provide regular testing status updates to project stakeholders.
- Track and report – Test execution progress, Defect metrics, Quality trends, Release readiness indicators




- Support go/no-go release decisions by providing objective quality assessments.

Platforms & Applications

- JIRA (Defect Management, Story Tracking, Sprint Management, Reporting)
- Salesforce Service Cloud
- Salesforce Case Management
- Sierra Platform and related business workflows
- Digital Agent Platforms
- Conversational AI Solutions

Testing Expertise

- Functional Testing
- System Testing
- Integration Testing
- Regression Testing
- End-to-End Testing
- User Acceptance Testing (UAT)
- API Testing
- Data Validation
- Exploratory Testing
- Production Validation Testing

Omnichannel Testing Experience

- Email Agent Testing
- Voice Bot Testing
- Chatbot Testing
- Customer Journey Validation

Technical Tools

- Postman
- REST APIs
- SQL Queries and Data Validation
- Test Management Tools
- Test Automation Frameworks
- Azure DevOps (Preferred)

Responsibilities

Role: QA Lead (Band C)

Minimum experience: 8 - 10 years

Key Responsibilities

- Develop and execute comprehensive test strategies, test plans, and test cases for Digital Agent initiatives.
- Lead end-to-end testing activities across multiple releases and projects.
- Analyze business requirements, user stories, and acceptance criteria to ensure complete test coverage.
- Coordinate test execution activities and ensure quality deliverables are completed on schedule.
- Perform functional, integration, regression, system, and user acceptance testing.
- Validate Digital Agent solutions across – Email Channels, Voice Bots / IVR Systems, Chatbots
- Test customer interaction flows, business rules, conversation paths, and escalation scenarios.
- Validate intent recognition, entity extraction, response accuracy, and exception handling.
- Ensure a consistent user experience across all customer engagement channels.

Defect Management

- Identify, document, prioritize, and track defects using JIRA.




- Participate in defect triage sessions and collaborate with development teams to resolve issues.
- Perform root cause analysis and validate defect fixes.
- Monitor defect trends and proactively recommend quality improvements.

Agile Delivery Support

- Participate in Sprint Planning, Backlog Grooming, Story Refinement, Daily Standups, Sprint Reviews, and Retrospectives.
- Collaborate with Product Owners and Business Analysts to identify testing requirements and potential risks.
- Review user stories and acceptance criteria to ensure testability.
- Support release planning and deployment validation activities.

API & Integration Testing

- Validate integrations between Digital Agent platforms, Salesforce, Sierra, and other enterprise systems.
- Perform API testing using tools such as Postman.
- Verify accurate data exchange and business process execution across integrated systems.
- Validate system interfaces, workflows, and downstream dependencies.

Reporting & Quality Metrics

- Provide regular testing status updates to project stakeholders.
- Track and report – Test execution progress, Defect metrics, Quality trends, Release readiness indicators
- Support go/no-go release decisions by providing objective quality assessments.

Platforms & Applications

- JIRA (Defect Management, Story Tracking, Sprint Management, Reporting)
- Salesforce Service Cloud
- Salesforce Case Management
- Sierra Platform and related business workflows
- Digital Agent Platforms
- Conversational AI Solutions

Testing Expertise

- Functional Testing
- System Testing
- Integration Testing
- Regression Testing
- End-to-End Testing
- User Acceptance Testing (UAT)
- API Testing
- Data Validation
- Exploratory Testing
- Production Validation Testing

Omnichannel Testing Experience

- Email Agent Testing
- Voice Bot Testing
- Chatbot Testing
- Customer Journey Validation

Technical Tools

- Postman
- REST APIs
- SQL Queries and Data Validation
- Test Management Tools
- Test Automation Frameworks
- Azure DevOps (Preferred)

Qualifications

Qualified certification such as CA, CPA, CISA or CIA. 7-9 years of experience.

📌 Analyst (Uttar Pradesh)
🏢 EXL
📍 Uttar Pradesh