Quality Engineering Lead
Core
Leads a team of quality engineers to design, build, and maintain automated testing strategies for Cloud Contact Center (CCaaS) applications, ensuring high-quality customer experiences across voice, chatbot, email, and SMS channels.
Role type
Senior IC Quality Engineering Lead (CCaaS)
Builds
Automated IVR test suites, omnichannel workflow validations, performance/load test configurations, and reusable test assets for CCaaS platforms.
Domain
Cloud Contact Center (CCaaS) / Contact Center as a Service
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Cyara Velocity, Cyara Cruncher, Cyara Pulse, Omnichannel CCaaS journey design, IVR routing logic, performance testing analysis, root-cause analysis, test data generation, regression testing strategy
Preferred skills
Botium or chatbot testing frameworks, Genesys / NICE / Amazon Connect platform expertise, JMeter or LoadRunner, KPI interpretation (latency, SLA, MOS)
Technologies
Cyara Velocity, Cyara Cruncher, Cyara Pulse, JMeter, LoadRunner, Botium, Genesys, NICE, Amazon Connect
Responsibilities
Design and maintain automated IVR test suites; Validate omnichannel workflows (Voice, Chatbot, Email, SMS); Execute performance/load tests and analyze results; Configure and monitor Pulse CX monitoring test cases; Troubleshoot failures across channels and provide root-cause analysis; Guide junior team members on Cyara usage and best practices
Seniority
Senior, hands-on IC
