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
Professional certification such as CA, CPA, CISA or CIA. 7-9 years of experience.
Skills Required
- 8-10 years of experience
- Professional certification such as CA, CPA, CISA, or CIA
- Experience with functional, system, integration, regression, end-to-end, UAT, API, exploratory, and production validation testing
- Experience testing email agents, voice bots, IVR systems, chatbots, and customer journeys
- Experience with JIRA defect management and Agile delivery processes
- Experience with API testing using Postman and REST APIs
- Experience with SQL queries and data validation
- Experience with Salesforce Service Cloud, Salesforce Case Management, Sierra, and enterprise integrations
- Experience with Azure DevOps
What We Do
Choosing a digital partner is about more than capabilities — it’s about collaboration and character. Unrealistic overhauls and off-the-shelf products ignore what matters most — your unique needs, culture, goals, and your legacy data and technology environments. At EXL, our collaboration is built on ongoing listening and learning to adapt our methodologies. We’re your business evolution partner—tailoring solutions that make the most of data to make better business decisions and drive more intelligence into your increasingly digital operations. Whether your goals are scaling the use of AI and digital, redesign operating models, or driving better and faster decisions, we’re here to partner with you to help you gain—and maintain—competitive advantage with efficient, sustainable models at scale. Our expertise in transformation, data science, and change management helps make your business more efficient and effective, improve customer relationships and enhance revenue growth. Instead of focusing on multi-year, resource- and time-intensive platform designs or migrations, we look deeper at your entire value chain to integrate strategies with impact. We use our specialization in analytics, digital interventions, and operations management—alongside deep industry expertise — to deliver solutions that help you outperform the competition. At EXL, it’s all about outcomes—your outcomes—and delivering success on your terms. Share your goals with us and together, we’ll optimize how you leverage data to drive your business forward. For more information, visit www.exlservice.com.
