Own feature testing and QA for Voice AI products, design and run test plans across environments, triage and document issues, support CI/CD and releases, deploy and configure Voice AI solutions with customers, evaluate model quality and trade-offs, and communicate findings to customers and stakeholders.

Handle inbound guest calls to convert inquiries into bookings using consultative selling. Recommend rooms, packages, and upgrades; process reservations accurately; meet sales targets; maintain brand service standards; stay informed on promotions and local offerings; resolve guest concerns; follow call quality, scripting, and compliance; participate in sales training.

Lead a frontline team to meet SLAs/KPIs, conduct briefings and coaching, monitor dashboards, manage staffing and task allocation, maintain documentation, collaborate with Workforce/QA/Training, escalate issues, and enforce compliance while fostering fairness and professionalism.