DUTIES: Lead and manage software quality assurance and develop and implement QA strategies, processes, and methodologies (15%). Lead and mentor QA engineers in test planning, execution, and reporting (10%). Define and track KPIs to measure and improve software quality; collaborate with development and product teams to ensure timely release of high-quality products (10%). Manage and oversee the customer support team, develop and implement customer service strategies to enhance customer satisfaction and retention (10%). Analyze customer feedback and identify areas for improvement in products and services (5%). Oversee the management and maintenance of lab facilities; manage the procurement, installation, and maintenance of hardware and software infrastructure (10%). Implement and maintain security protocols to protect company data and systems; support on-prem and cloud implementation for support of cutting-edge Telecom and AI/ML projects (10%). Negotiate contracts and manage vendor relationships; develop and manage budgets for QA, customer support, lab, and infrastructure operations (10%). Responsible for team management, including delegating tasks, setting expectations, monitoring team performance and providing feedback; track team progress on projects, coach and develop team members; address performance issues, provide feedback to create performance improvement plans (10%). Resolve conflicts within the team, advocate for the team's needs; participate in meetings with upper management or other departments; and act as a liaison between the team and the rest of the organization, customers and stakeholders (10%). REQUIREMENTS: Bachelor's or foreign equivalent degree in Computer Science, Applied Computer Science, Computer Engineering, or a related field, and 6 years of progressive, post-baccalaureate experience in the job offered or as software/systems engineer, QA/testing manager, technical lead, or in a related/similar position. Experience therein to include 4 years in quality assurance including automation scripting, browser-based testing & automation, mobile automation, DevOps & CI/CD pipelines, using Python, Java, JavaScript, C#, Selenium, Cypress, Appium, Expresso, XCTest, Perfecto, Experitest, Robot, Test NG, Junit, Gitlab, Jira, Confluence and Jenkins; ISO 17025 process for accreditation of electrical labs, architecting tools and solutions based on 3GPP/3GPP2 standards using SIM toolkits, UICC technology framework, Java, J2EE, & .NET technologies; and lab & infrastructure management using HP, Dell & Supermicro server architecture, Linux & Windows server operating systems, virtualization platform, SAN/NAS & NFS storage, orchestration platform, Web & App servers deployment, configuring and managing multi-vendor routers, switches, firewalls & VPN appliances, database administration & configuration using SQL Server, Oracle, MongoDB & MySQL. Experience therein to also include 2 years with vendor and budget management. Requires domestic travel approximately 20% annually. Hybrid role, ability to work from home. RATE OF PAY: $185,813 to $242,000 per year. Must Reference: Job code SHANTA-W. Where you'll be working In this hybrid role, you'll have a defined work location that includes working from home and a minimum of three days per week in the office, which will be set by your manager. Employees are responsible for maintaining compliance with hybrid work policies. Scheduled Weekly Hours 40