Analyst

Role: QA Lead (Band C)

Minimum experience: 8 - 10 years

Key Responsibilities

• Develop and execute comprehensive test strategies, test plans, and test cases for Digital Agent initiatives.
• Lead end-to-end testing activities across multiple releases and projects.
• Analyze business requirements, user stories, and acceptance criteria to ensure complete test coverage.
• Coordinate test execution activities and ensure quality deliverables are completed on schedule.
• Perform functional, integration, regression, system, and user acceptance testing.
• Validate Digital Agent solutions across - Email Channels, Voice Bots / IVR Systems, Chatbots
• Test customer interaction flows, business rules, conversation paths, and escalation scenarios.
• Validate intent recognition, entity extraction, response accuracy, and exception handling.
• Ensure a consistent user experience across all customer engagement channels.

Defect Management

• Identify, document, prioritize, and track defects using JIRA.
• Participate in defect triage sessions and collaborate with development teams to resolve issues.
• Perform root cause analysis and validate defect fixes.
• Monitor defect trends and proactively recommend quality improvements.

Agile Delivery Support

• Participate in Sprint Planning, Backlog Grooming, Story Refinement, Daily Standups, Sprint Reviews, and Retrospectives.
• Collaborate with Product Owners and Business Analysts to identify testing requirements and potential risks.
• Review user stories and acceptance criteria to ensure testability.
• Support release planning and deployment validation activities.

API & Integration Testing

• Validate integrations between Digital Agent platforms, Salesforce, Sierra, and other enterprise systems.
• Perform API testing using tools such as Postman.
• Verify accurate data exchange and business process execution across integrated systems.
• Validate system interfaces, workflows, and downstream dependencies.

Reporting & Quality Metrics

• Provide regular testing status updates to project stakeholders.
• Track and report - Test execution progress, Defect metrics, Quality trends, Release readiness indicators
• Support go/no-go release decisions by providing objective quality assessments.

Platforms & Applications

• JIRA (Defect Management, Story Tracking, Sprint Management, Reporting)
• Salesforce Service Cloud
• Salesforce Case Management
• Sierra Platform and related business workflows
• Digital Agent Platforms
• Conversational AI Solutions

Testing Expertise

• Functional Testing
• System Testing
• Integration Testing
• Regression Testing
• End-to-End Testing
• User Acceptance Testing (UAT)
• API Testing
• Data Validation
• Exploratory Testing
• Production Validation Testing

Omnichannel Testing Experience

• Email Agent Testing
• Voice Bot Testing
• Chatbot Testing
• Customer Journey Validation

Technical Tools

• Postman
• REST APIs
• SQL Queries and Data Validation
• Test Management Tools
• Test Automation Frameworks
• Azure DevOps (Preferred)

Role: QA Lead (Band C)

Minimum experience: 8 - 10 years

Key Responsibilities

• Develop and execute comprehensive test strategies, test plans, and test cases for Digital Agent initiatives.
• Lead end-to-end testing activities across multiple releases and projects.
• Analyze business requirements, user stories, and acceptance criteria to ensure complete test coverage.
• Coordinate test execution activities and ensure quality deliverables are completed on schedule.
• Perform functional, integration, regression, system, and user acceptance testing.
• Validate Digital Agent solutions across - Email Channels, Voice Bots / IVR Systems, Chatbots
• Test customer interaction flows, business rules, conversation paths, and escalation scenarios.
• Validate intent recognition, entity extraction, response accuracy, and exception handling.
• Ensure a consistent user experience across all customer engagement channels.

Defect Management

• Identify, document, prioritize, and track defects using JIRA.
• Participate in defect triage sessions and collaborate with development teams to resolve issues.
• Perform root cause analysis and validate defect fixes.
• Monitor defect trends and proactively recommend quality improvements.

Agile Delivery Support

• Participate in Sprint Planning, Backlog Grooming, Story Refinement, Daily Standups, Sprint Reviews, and Retrospectives.
• Collaborate with Product Owners and Business Analysts to identify testing requirements and potential risks.
• Review user stories and acceptance criteria to ensure testability.
• Support release planning and deployment validation activities.

API & Integration Testing

• Validate integrations between Digital Agent platforms, Salesforce, Sierra, and other enterprise systems.
• Perform API testing using tools such as Postman.
• Verify accurate data exchange and business process execution across integrated systems.
• Validate system interfaces, workflows, and downstream dependencies.

Reporting & Quality Metrics

• Provide regular testing status updates to project stakeholders.
• Track and report - Test execution progress, Defect metrics, Quality trends, Release readiness indicators
• Support go/no-go release decisions by providing objective quality assessments.

Platforms & Applications

• JIRA (Defect Management, Story Tracking, Sprint Management, Reporting)
• Salesforce Service Cloud
• Salesforce Case Management
• Sierra Platform and related business workflows
• Digital Agent Platforms
• Conversational AI Solutions

Testing Expertise

• Functional Testing
• System Testing
• Integration Testing
• Regression Testing
• End-to-End Testing
• User Acceptance Testing (UAT)
• API Testing
• Data Validation
• Exploratory Testing
• Production Validation Testing

Omnichannel Testing Experience

• Email Agent Testing
• Voice Bot Testing
• Chatbot Testing
• Customer Journey Validation

Technical Tools

• Postman
• REST APIs
• SQL Queries and Data Validation
• Test Management Tools
• Test Automation Frameworks
• Azure DevOps (Preferred)

Professional certification such as CA, CPA, CISA or CIA. 7-9 years of experience.