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Tier-1 brand presence but highly specialized Cyara and contact-center expertise narrows candidate pool.
Highly domain-specific contact-centre and telephony expertise limits transferability across industries.
Explicit 9+ years and mandatory telephony, Cyara, Dialogflow skills make shortlisting highly stringent.
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Own bot governance and quality assurance for Conversational AI and voice bot releases across Azure and GCP platforms, ensuring compliance and performance metrics like NLU/NLP accuracy and model health.
Lead design, execution, and automation of testing plans for Cyara, IVR flows, call center telephony systems (Genesys Cloud, Amazon Connect), and Google Dialogflow voice bots, including integration and regression testing.
Collaborate with cross-functional teams including product owners, developers, and telephony engineers to track defects, improve bot stability, and deliver release readiness documentation within Agile frameworks.
9+ years of QA experience specifically in Contact Centre, Telephony, and Voice Bots domain.
Experience with Cyara Botium for Voice Bot/Chat Bot testing and tools such as Jira, Confluence, and Test Management tools (TestRail/Zephyr).
Hands-on knowledge with Genesys Cloud / Engage or Amazon Connect, Google Cloud Dialogflow ES/CX, Lex Bots, IVR testing, and telephony protocols (SIP basics, CTI interactions).
Undergraduate degree or equivalent experience in a relevant discipline.
Experienced in leading quality engineering within telephony and conversational AI environments, capable of aligning QA strategies with business goals and driving cross-functional influence.
Well-versed in both manual and automation testing approaches for voice and chat bots, including Cyara API integration and GenAI/Conversational AI frameworks.
Comfortable working in complex ecosystems that combine telephony, cloud platforms, and AI, with strong collaboration skills to coordinate with product, engineering, and operations teams under Agile methodologies.