job summary:
We are seeking two experienced QA Automation Engineers/Test Analysts to support the transition of our contact center Voice channel from static IVR to an AI driven, natural language ecosystem within Genesys Cloud. These resources will focus on testing and quality assurance of AI-enabled call flows, virtual agents, and overall call management workflows.
location: Telecommute
job type: Contract
salary: $50 - 70 per hour
work hours: 8am to 5pm
education: Bachelors
responsibilities:
Core Responsibilities:
- Test natural language call flows by calling into systems and executing defined and exploratory test scenarios
- Design and execute test cases for NLU models, including intent recognition, utterance variation, confidence thresholds, and fallback behavior
- Validate end?to?end AI?enabled call flows, including complex branching logic and proper handoff from virtual agents to live agents
- Perform testing across voice and chat channels where workflows overlap
- Ensure call flows and virtual agents meet documented business and functional requirements
- Identify defects, failure modes, and quality gaps, and clearly document findings
- Monitor NLU accuracy and routing effectiveness (targeting approximately 80% or better intent recognition)
- Test safety and compliance scenarios such as privacy handling and special?case or emergency routing
- Validate integrations with backend systems such as CRM and other enterprise platforms to ensure correct data exchange and personalization
qualifications:
Bachelor's degree required
Approximately 5-7 years of QA, testing, or quality engineering experience (flexible for strong candidates)
Experience with Genesys Cloud, including Architect and Dialog Engine, required
Experience with other contact center platforms (e.g., NICE, Five9, Amazon Connect, Avaya) is acceptable if skills are transferable
Hands on experience testing natural language call flows, virtual agents, or conversational AI solutions
Prior involvement in a natural language or virtual agent implementation is a strong plus
Strong understanding of test planning, execution, and defect tracking
Ability to work independently with minimal guidance and quickly ramp into existing systems
Soft Skills and Work Style:
Comfortable working independently for extended periods while executing assigned test scenarios
Able to collaborate with developers, product managers, and other stakeholders as needed
Detail oriented with a strong focus on quality and accuracy
Clear communicator when documenting issues and test results
Adaptable in a fast moving, evolving environment
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.
At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact
Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).
This posting is open for thirty (30) days.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
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