The role
Job description
Role Overview
We are looking for an experienced QA Lead to drive end-to-end testing activities for Digital Agent solutions and omnichannel customer engagement platforms. The ideal candidate will have strong expertise in software testing, API and integration testing, customer interaction workflows, defect management, and QA reporting.
The role involves validating Digital Agent solutions across email, voice bots/IVR systems, and chatbots while ensuring seamless integrations with enterprise applications and consistent customer experiences.
Key Responsibilities
Develop and execute test strategies, test plans, test scenarios, and test cases for Digital Agent initiatives.
Lead end-to-end testing activities across multiple projects and releases.
Review business requirements, user stories, and acceptance criteria to ensure comprehensive test coverage.
Perform functional, system, integration, regression, end-to-end, UAT, exploratory, and production validation testing.
Validate customer interaction flows across email channels, voice bots/IVR systems, and chatbots.
Test intent recognition, entity extraction, business rules, response accuracy, conversation paths, and escalation scenarios.
Validate integrations between Digital Agent platforms, Salesforce, Sierra, and other enterprise systems.
Perform API testing using Postman and REST APIs, including request/response validation, data exchange, and error handling.
Execute SQL queries to validate data accuracy, business transactions, and downstream system updates.
Identify, document, prioritize, and track defects using JIRA.
Lead defect triage, root cause analysis, defect retesting, and regression validation.
Participate in Agile ceremonies, including sprint planning, backlog grooming, story refinement, daily stand-ups, sprint reviews, and retrospectives.
Coordinate with Product Owners, Business Analysts, developers, and business stakeholders to identify testing requirements and risks.
Prepare testing status reports, defect metrics, quality dashboards, and release readiness assessments.
Support go/no-go release decisions through objective reporting of test results, open defects, and quality risks.
Contribute to improvements in QA processes, test automation, and testing efficiency.
Required Skills and Qualifications
8–12 years of experience in software testing and quality assurance.
Strong experience in test planning, test strategy, test execution coordination, and QA reporting.
Hands-on experience testing chatbots, voice bots/IVR, email agents, Digital Agents, or similar customer engagement solutions.
Strong understanding of functional, integration, regression, system, end-to-end, and UAT testing.
Experience with API testing using Postman, REST APIs, or equivalent tools.
Practical knowledge of SQL queries and data validation.
Experience with JIRA for defect management, story tracking, and reporting.
Experience in enterprise application integrations and workflow validation.
Strong understanding of SDLC, STLC, defect lifecycle, Agile methodologies, and release management.
Excellent communication, analytical, troubleshooting, and stakeholder management skills.
Platforms and Tools
JIRA: Defect management, story tracking, sprint management, and reporting.
Salesforce Service Cloud / Case Management: Customer service workflows and case validation.
Sierra Platform: Digital Agent workflows and related integrations, subject to project-specific requirements.
Postman / REST APIs: API and integration testing.
SQL: Database queries and data validation.
Azure DevOps: Preferred.
Test Automation Frameworks: Exposure preferred.
Preferred Qualifications
Experience with Salesforce Service Cloud and customer case management workflows.
Experience testing integrations between Digital Agent platforms and enterprise applications.
Exposure to test automation frameworks and continuous integration/delivery tools.
Experience with release readiness reporting, quality metrics, and risk-based testing.
Experience coordinating QA activities across multiple teams or project