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EXL

QA Architect

EXL · Bengaluru, Karnataka, India

Business Consulting and Services · 10,001+ employees

6 h ago
Principal (10+ yrs) Full-time India
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About the role

Lead end-to-end QA governance and test strategy for Contact Center and CX solutions, including Conversational AI and CCaaS platforms. Manage automation initiatives and collaborate with clients and internal teams to ensure high-quality delivery throughout the project lifecycle.

What they look for

QA Governance Conversational AI Testing CCaaS Test Automation NLP/NLU Validation Agent Assist Selenium Cypress Postman Python Java Agile Methodologies API Testing Stakeholder Management Test Strategy Regression Testing

Requirements

Requires a minimum of 12 years of QA experience in Contact Center or CX domains with a strong background in automation tools and NLP testing. A degree in Computer Science or a related field is required, and QA certifications are preferred.

Full description

Role Overview 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.

Key Responsibilities Quality Leadership & Governance

  • 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.

Testing & Automation

  • 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.

Solution-Specific QA

  • 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.

Team Collaboration & Stakeholder Management

  • 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.

Project Lifecycle Support

  • 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.

Required Skills & Experience Professional Experience

  • 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.

Technical & Functional Skills

  • 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.

Soft Skills

  • Excellent communication, documentation, and stakeholder management skills.
  • Strong analytical and problem-solving abilities.
  • Ability to work under pressure and manage multiple parallel projects.

Education

  • 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.