Quality Engineering Lead (Test Lead)
Project Role Description : Leads a team of quality engineers through multi-disciplinary team planning and ecosystem integration to accelerate delivery and drive quality across the application lifecycle. Applies business and functional knowledge to develop end-to-end testing strategies through the use of quality processes and methodologies. Applies testing methodologies, principles and processes to define and implement key metrics to manage and assess the testing process including test execution and defect resolution.
Must have skills : Cloud Contact Center Implementation
Good to have skills : NA
Minimum 7.5 year(s) of experience is required
Educational Qualification : 15 years full time education
Summary: We are hiring a Senior CCaaS QA Engineer with strong hands-on experience across the Cyara suite (Velocity, Cruncher, Pulse, Botium,). This role requires leadership in designing test strategies, defining test frameworks, and ensuring high-quality experience assurance for enterprise CCaaS programs. Roles & Responsibilities: • Lead end-to-end testing across Voice, IVR, Chat, Chatbot, Email, SMS channels. • Own the Cyara-based test automation framework and best practices. • Design functional, regression, performance, and monitoring strategies. • Build advanced Velocity test cases including data-driven testing and complex IVR logic. • Run and analyze Cruncher performance tests (load, stress, concurrency). • Configure Pulse monitoring dashboards, alert thresholds, and SLA tracking. • Execute Conversational AI/NLU testing using Cyara Botium. • Validate KPIs such as intent accuracy, latency, MOS, self-service rate, routing accuracy. • Perform agent experience testing using ResolveAX (optional). • Lead defect triages and collaborate with platform engineering teams. • Mentor junior QA engineers and drive internal enablement on Cyara tools. Professional & Technical Skills: • Strong experience with CCaaS testing. • Hands-on with Cyara Velocity + Cruncher + Pulse (must). • Deep understanding of IVR architectures, SIP, call flows, failover scenarios. • Experience with chatbot/NLU validation (Botium, Dialogflow, Lex, Rasa). • Ability to analyze advanced metrics (latency, PDD, MOS, NLU confusion matrix, regression trends). • Good understanding of API testing, CI/CD, and test governance. - Good to Have • Voice Assure experience (global number testing). • Agent desktop monitoring experience (ResolveAX). • Experience working with multi-cloud CCaaS environments. • Knowledge of AIOps/Monitoring (Splunk, Datadog). • Ability to estimate CCaaS testing effort and support proposal building. Additional Information: - The candidate should have minimum 7.5 years of experience in Cloud Contact Center Implementation. - A 15 years full time education is required.
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