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 environments. 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.
- 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.
- 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.
- 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.
- 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 cycles.
- Participate in project planning, estimation, and risk assessment.
- Engage throughout SDLC to ensure quality checkpoints are embedded from requirements to deployment.
- Maintain traceability from requirements to test cases and execution results.
- Drive defect triage meetings and ensure timely closure of issues.
- Minimum 12 years of experience in QA roles within Contact Center, CX, or Customer Engagement domains.
- Strong background in testing CCaaS solutions, Conversational AI, Agent Assist products, and frontend applications.
- Proven track record of leading QA teams and managing quality across large-scale implementations.
- Strong understanding of QA life cycle, SDLC, and Agile methodologies.
- Hands-on experience with test automation (Selenium, Cypress, Postman/Newman, Python/Java frameworks, etc.).
- Familiarity with NLP testing, conversation flow validation, and intent/entity accuracy evaluation.
- Knowledge of CCaaS platforms (Genesys, NICE CXone, Amazon Connect, or equivalent).
- Ability to analyze logs, APIs, integrations, and system workflows.
- Excellent communication, documentation, and stakeholder management skills.
- Strong analytical and problem-solving abilities.
- Ability to work under pressure and manage multiple parallel projects.
- Bachelor’s or Master’s degree in Computer Science, Engineering, Information Technology, or related field.
- Relevant QA certifications (ISTQB, Agile QA, Automation tools) are a plus.
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 environments. 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.
- 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.
- 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.
- 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.
- 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 cycles.
- Participate in project planning, estimation, and risk assessment.
- Engage throughout SDLC to ensure quality checkpoints are embedded from requirements to deployment.
- Maintain traceability from requirements to test cases and execution results.
- Drive defect triage meetings and ensure timely closure of issues.
- Minimum 12 years of experience in QA roles within Contact Center, CX, or Customer Engagement domains.
- Strong background in testing CCaaS solutions, Conversational AI, Agent Assist products, and frontend applications.
- Proven track record of leading QA teams and managing quality across large-scale implementations.
- Strong understanding of QA life cycle, SDLC, and Agile methodologies.
- Hands-on experience with test automation (Selenium, Cypress, Postman/Newman, Python/Java frameworks, etc.).
- Familiarity with NLP testing, conversation flow validation, and intent/entity accuracy evaluation.
- Knowledge of CCaaS platforms (Genesys, NICE CXone, Amazon Connect, or equivalent).
- Ability to analyze logs, APIs, integrations, and system workflows.
- Excellent communication, documentation, and stakeholder management skills.
- Strong analytical and problem-solving abilities.
- Ability to work under pressure and manage multiple parallel projects.
- Bachelor’s or Master’s degree in Computer Science, Engineering, Information Technology, or related field.
- Relevant QA certifications (ISTQB, Agile QA, Automation tools) are a plus.
- Bachelor’s or Master’s degree in Computer Science, Engineering, Information Technology, or related field.
- Relevant QA certifications (ISTQB, Agile QA, Automation tools) are a plus.
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