Job Description

Role Summary:

Seeking a highly experienced QA professional who can operate comfortably across traditional QA, AI systems, and telecom integrations. This role is responsible for driving quality initiatives across AI driven telephony workflows, mentoring QA team members, and partnering closely with Product and Engineering to ensure reliable, compliant, and scalable software releases.

• Lead quality efforts for complex features including AI powered call routing, inbound and outbound calling, and third party telephony integrations
• Design and execute comprehensive test strategies covering end-to-end workflows, integrations, and event driven systems
• Validate inbound call capture, recording, transcription, summarization, and downstream event notifications
• Test phone registration workflows, including business registration, A2P compliance, and SHAKEN/STIR related processesEnsure accuracy and reliability of AI generated conversations, call summaries, and data capture across varied scenarios
• Validate management applications used to configure call flows, routing logic, permissions, and reporting
• Identify edge cases related to dropped calls, transcription errors, AI confidence thresholds, and third party provider failures
• Contribute to and maintain QA documentation, standards, and the organizational knowledge base
• Partner with Product and Engineering to influence requirements, design decisions, and release readiness
• Drive continuous improvement by identifying gaps in processes, tooling, and test coverage

• Advanced expertise in manual testing methodologies and test case design for complex systems
• Strong experience testing APIs, webhooks, and third party integrations
• Solid understanding of telephony concepts such as call flows, call routing, IVR behavior, and voicemail
• Experience validating AI or ML assisted features, including non deterministic outputs and regression risks
• Ability to assess transcription accuracy, conversational intent recognition, and AI response quality
• Experience testing event driven architectures and downstream data delivery
• Familiarity with compliance driven workflows, auditability, and data traceability
• Strong analytical and problem solving skills with attention to detail
• Excellent written and verbal communication skills, including clear defect documentation
• Ability to influence development teams and advocate effectively for quality initiatives

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