Job DescriptionJoin our team as a Quality Assurance Engineer focused on validating next-generation conversational and voice-based customer experience solutions. In this role, you will ensure the quality, reliability, and accuracy of intelligent virtual assistants, voice applications, and customer engagement platforms by testing conversational flows, integrations, automation, and end-to-end customer journeys. This is an exciting opportunity to work with cutting-edge AI technologies, collaborate with cross-functional teams, and help deliver seamless, high-quality customer experiences at scale.
Responsibilities- Design, develop, and execute functional, regression, integration, and end-to-end test scenarios for conversational AI, voice, and customer interaction solutions.
- Validate conversational flows, intent recognition, entities, utterances, response accuracy, escalation paths, and exception handling.
- Create and maintain automated test suites to improve testing coverage, efficiency, and release quality.
- Test voice and telephony interactions, including speech recognition, touch-tone inputs, call routing, transfers, and customer journey workflows.
- Validate integrations between conversational platforms, backend systems, APIs, and third-party services.
- Perform system-level and user journey testing to ensure seamless customer experiences across multiple channels.
- Identify, document, track, and verify defects while collaborating closely with developers, solution architects, business analysts, and product teams.
- Develop comprehensive test plans, test cases, execution reports, and quality metrics.
- Participate in requirements reviews and provide quality-focused feedback early in the development lifecycle.
- Ensure applications meet established quality standards, functional requirements, performance expectations, and customer experience goals.
- Contribute to test process improvements, automation strategies, and continuous quality initiatives.
Qualifications- 5+ years of experience in Quality Assurance, with hands-on experience testing conversational AI, IVR, voice applications, or customer engagement platforms.
- 3+ years of hands-on experience with Cyara Cruncher, Cyara Velocity, and Cyara Virtual Agent for test design, execution, automation, and reporting.
- Experience testing conversational AI solutions using AWS Lex and/or Google Dialogflow CX/ES, including intent recognition, conversation flows, and response validation.
- Strong knowledge of functional, regression, integration, system, and end-to-end testing methodologies.
- Deep understanding of conversational AI concepts, including NLU, intents, entities, utterances, context management, fallback handling, and escalation workflows.
- Hands-on experience validating IVR and voice interactions, including speech recognition, DTMF inputs, call routing, transfers, and call termination scenarios.
- Experience testing APIs, backend integrations, data exchanges, and contact center workflows across enterprise applications.
- Strong experience in test planning, test case design, defect management, execution reporting, and quality assurance best practices.
- Excellent analytical, troubleshooting, communication, stakeholder collaboration, and documentation skills.
Nice To Have- Experience with performance, load, stress, and scalability testing of conversational AI and voice applications.
- Familiarity with SIP, telephony protocols, speech recognition technologies, DTMF, and call-routing concepts.
- Experience with test automation frameworks, API testing tools, and CI/CD-enabled QA practices.
- Exposure to Amazon Connect, Genesys Cloud, or other contact center platforms.
- Knowledge of conversational analytics, customer experience monitoring, and AI-driven customer engagement solutions.
Additional InformationWe offer:- Culture of Relentless Performance: join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth.
- Competitive Pay and Benefits: enjoy a comprehensive compensation and benefits package, including health insurance, language courses, and a relocation program.
- Work From Anywhere Culture: make the most of the flexibility that comes with remote work.
- Growth Mindset: reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities.
- Global Impact: collaborate on impactful projects for top global clients and shape the future of industries.
- Welcoming Multicultural Environment: be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events.
- Social Sustainability Values: join our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.
