AI Voice Agent (QA Engineer) EDV WERKE AG Building on experience, results and commitment.

Edv Werke Ag; Polska; Hybrid; PLN 110.000 - 170.000; Vollzeit

Benefits dieser Stelle

Salary bonuses

Professional growth

Collaborative environment

Zusammenfassung

EDV Werke is seeking an AI Voice Agent (QA Engineer) for remote work in Poland. You will perform end-to-end testing of voice call scenarios, validate intents and routing, and ensure accurate customer journeys across countries and languages.

This role involves designing test cases for conversational AI, testing ERP/CRM integrations, and analyzing transcripts to identify root causes for production improvements. Join a dynamic team delivering AI-driven customer care.

Qualifikationen

• Proven background in software testing, quality assurance, or test analysis.
• Experience testing voice bots, chatbots, AI assistants, or virtual agents.
• Understanding of prompt engineering and its impact on conversation quality.
• Experience with voice channels, telephony systems, IVR, or call routing in customer care.
• Ability to design comprehensive test scenarios covering customer interactions and edge cases.
• Experience validating intent classification, routing accuracy, and end-to-end business processes.
• Ability to test AI integrations with ERP/CRM systems and workflows.
• Strong problem-solving, communication skills, and English proficiency for international collaboration.

Aufgaben

• Voice Agent Testing – Perform manual end-to-end testing of customer voice call scenarios across different business situations
• Intent Validation – Verify intent recognition and call reason classification to ensure customer requests are correctly understood
• Call Routing – Validate routing accuracy to ensure customers reach the appropriate customer care teams
• Customer Journey Testing – Test interactions across different countries, languages, and business scenarios
• Self-Service Testing – Design and execute positive, negative, and edge-case scenarios for AI-driven customer self-service
• Business Process Validation – Verify data collection, conversation flows, exception handling, and business rule execution
• Production Quality Analysis – Review customer feedback, analyze call transcripts, reproduce issues, and identify root causes
• Integration Testing – Validate end-to-end interactions between voice AI, contact center platforms, SAP backend services, and supporting APIs

Kenntnisse

QA Experience

Conversational AI Testing

Prompt Engineering

Contact Center Solutions

Test Scenario Design

Intent & Process Validation

Backend Integration Testing

Analytical & Communication Skills

Jobbeschreibung

EDV Werke is looking for a AI Voice Agent (QA Engineer)

Working Model: Remote

Location: Poland

Form of cooperation: B2B Contract

Tasks

• Voice Agent Testing – Perform manual end-to-end testing of customer voice call scenarios across different business situations
• Intent Validation – Verify intent recognition and call reason classification to ensure customer requests are correctly understood
• Call Routing – Validate routing accuracy to ensure customers reach the appropriate customer care teams
• Customer Journey Testing – Test interactions across different countries, languages, and business scenarios
• Self-Service Testing – Design and execute positive, negative, and edge-case scenarios for AI-driven customer self-service
• Business Process Validation – Verify data collection, conversation flows, exception handling, and business rule execution
• Production Quality Analysis – Review customer feedback, analyze call transcripts, reproduce issues, and identify root causes
• Integration Testing – Validate end-to-end interactions between voice AI, contact center platforms, SAP backend services, and supporting APIs

Must-Have Skills

• QA Experience – Proven background in software testing, quality assurance, or test analysis
• Conversational AI Testing – Experience testing voice bots, chatbots, AI assistants, or virtual agents
• Prompt Engineering – Understanding of prompt engineering and the ability to improve conversations through prompt adjustments
• Contact Center Solutions – Experience with voice channels, telephony, IVR, or call routing in customer care environments
• Test Scenario Design – Ability to design comprehensive test scenarios covering customer interactions and edge cases
• Intent & Process Validation – Experience validating intent classification, routing accuracy, and end-to-end business processes
• Backend Integration Testing – Ability to test AI integrations with ERP/CRM systems and workflows such as case creation or repair booking
• Analytical & Communication Skills – Strong problem-solving abilities, proactive approach, and English proficiency for international collaboration

Benefits

• Competitive salary with performance-based bonuses.
• Opportunities for professional development and advancement.
• Dynamic and collaborative work environment.