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.