Quality Assurance Engineer – Conversational AI, Voice Testing

This is a fully remote position, open to applicants in United States, +1 more country.

📋 Description

• Design, develop, and implement functional, regression, integration, and end-to-end testing scenarios for conversational AI, voice, and customer interaction solutions.

• Validate conversational flows, intent recognition, entities, utterances, response accuracy, escalation paths, and exception handling processes.

• Create and maintain automated testing suites to enhance testing coverage, efficiency, and quality of releases.

• Test voice and telephony interactions, encompassing speech recognition, touch-tone inputs, call routing, transfers, and customer journey workflows.

• Validate integrations among conversational platforms, backend systems, APIs, and third-party services.

• Conduct system-level and user journey testing across various channels.

• Identify, document, track, and verify defects alongside developers, solution architects, business analysts, and product teams.

• Develop test plans, test cases, execution reports, and quality metrics.

• Engage in requirements reviews and provide quality-oriented feedback early in the development lifecycle.

• Ensure applications align with quality standards, functional requirements, performance expectations, and customer experience objectives.

• Contribute to enhancements in test processes, automation strategies, and continuous quality initiatives.

⛳️ Requirements

• Over 6 years of experience in Quality Assurance, with practical experience in testing conversational AI, IVR, voice applications, or customer engagement platforms.

• More than 3 years of hands-on experience with Cyara Cruncher, Cyara Velocity, and Cyara Virtual Agent for test design, execution, automation, and reporting.

• Experience in testing conversational AI solutions utilizing AWS Lex and/or Google Dialogflow CX/ES.

• Familiarity with functional, regression, integration, system, and end-to-end testing methodologies.

• Understanding of NLU, intents, entities, utterances, context management, fallback handling, and escalation workflows.

• Practical experience in 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.

• Proficiency in test planning, test case design, defect management, execution reporting, and quality assurance best practices.

• Strong analytical, troubleshooting, communication, stakeholder collaboration, and documentation skills.

• Experience in performance, load, stress, and scalability testing of conversational AI and voice applications is a plus.

• Familiarity with SIP, telephony protocols, speech recognition technologies, DTMF, and call-routing concepts is advantageous.

• Experience with test automation frameworks, API testing tools, and CI/CD-enabled QA practices is a plus.

• Exposure to Amazon Connect, Genesys Cloud, or other contact center platforms is beneficial.

• Knowledge of conversational analytics, customer experience monitoring, and AI-driven customer engagement solutions is a plus.

🏝️ Benefits

• Comprehensive compensation and benefits package.

• Health insurance.

• Language courses.

• Relocation program.

• Remote work flexibility.

• Professional development opportunities.

• Certification programs.

• Mentorship and talent investment programs.

• Internal mobility opportunities.

• Internship opportunities.

• Inclusive and supportive work environment.

• Regular team-building company social events.