QA Architect

EXL

Quality Lead with expertise in testing Contact Center and CX solutions for a global audience. Ensures quality assurance across projects and collaborates with clients and teams.

Posted 7/14/2026full-timeBengaluru • 🇮🇳 IndiaSeniorLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive experience in leading QA functions within Contact Center and Customer Engagement domains, with a strong focus on test automation, quality metrics, and stakeholder collaboration. Proficient in managing QA processes and methodologies to ensure high-quality delivery of CX solutions.

Highest-signal resume keywords

QA LeadershipTest Automation (Selenium, Cypress, Postman/Newman)CCaaS Solutions TestingNLP TestingAgile Methodologies

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Test AutomationQA Life CycleSDLCAnalytical SkillsDefect TriageTest PlansTest CasesQuality MetricsConversational AI TestingIntegration Validation

Soft Skills

Excellent CommunicationStakeholder ManagementProblem-SolvingMentoringCollaboration

Tools & Technologies

SeleniumCypressPostmanPythonJavaGenesysNICE CXoneAmazon ConnectAvayaAPIs

Industry Keywords

Contact CenterCXCustomer EngagementConversational AIAgent AssistOmnichannelNLPCCaaSExperience ScoringVoice and Chat Flow Testing

Tech Stack

Tools & technologies

CypressJavaPythonSDLCSelenium

About the role

Key responsibilities & impact

Lead the QA function across multiple projects, ensuring delivery of high-quality CX and Contact Center solutions.
Define, implement, and continuously enhance QA processes, methodologies, and best practices.
Establish quality metrics, dashboards, and reporting mechanisms for internal stakeholders and clients.
Oversee the creation, review, and execution of comprehensive test plans and test cases.
Drive automated testing initiatives using industry-standard tools and frameworks.
Evaluate and select automation tools suitable for Conversational AI, CCaaS, and web/frontend solutions.
Lead testing efforts for Conversational AI bots, NLP/NLU workflows, Agent Assist tools, and Omnichannel CCaaS platforms (e.g., Genesys, NICE CXone, Amazon Connect, Avaya, etc.).
Validate integrations between contact center platforms, backend systems, APIs, and front-end customer interfaces.
Conduct voice and chat flow testing, accuracy validation, and experience scoring.
Guide, mentor, and supervise QA analysts and automation engineers.
Work closely with solution architects, delivery managers, and developers to ensure smooth releases.
Collaborate directly with clients to understand business requirements, align on test strategy, and support UAT cycles.
Engage throughout SDLC to ensure quality checkpoints are embedded from requirements to deployment.
Maintain traceability from requirements to test cases and execution results.
Drive defect triage meetings and ensure timely closure of issues.

Requirements

What you’ll need

Minimum 12 years of experience in QA roles within Contact Center, CX, or Customer Engagement domains.
Strong background in testing CCaaS solutions, Conversational AI, Agent Assist products, and frontend applications.
Proven track record of leading QA teams and managing quality across large-scale implementations.
Strong understanding of QA life cycle, SDLC, and Agile methodologies.
Hands-on experience with test automation (Selenium, Cypress, Postman/Newman, Python/Java frameworks, etc.).
Familiarity with NLP testing, conversation flow validation, and intent/entity accuracy evaluation.
Knowledge of CCaaS platforms (Genesys, NICE CXone, Amazon Connect, or equivalent).
Ability to analyze logs, APIs, integrations, and system workflows.
Excellent communication, documentation, and stakeholder management skills.
Strong analytical and problem-solving abilities.
Ability to work under pressure and manage multiple parallel projects.

Benefits

Comp & perks

Relevant QA certifications (ISTQB, Agile QA, Automation tools) are a plus.