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.