Chatbot IVR Test Lead

Info Way Solutions; Charlotte (NC); On-site; USD 120,000 - 180,000; Full time

Job summary

Info Way Solutions seeks an experienced Chatbot IVR Test Lead to drive end-to-end testing for Contact Center, IVR, Voicebot, and Chatbot applications. You will supervise hands-on testing across manual and automated approaches with a focus on AI/Agentic platforms and NLP technologies.

The ideal candidate brings extensive testing expertise, strong leadership, and collaboration skills to ensure high-quality releases in a fast-paced environment.

Qualifications

• Extensive experience leading testing for IVR/Chatbot platforms.
• Hands-on testing across manual and automated approaches.
• Experience with AI/Agentic platforms and NLP/LLM tests.
• Proficiency with API testing (Postman, REST/JSON/XML).
• Strong SQL and database skills for data validation.
• Familiarity with Jira/Octane for defect tracking and test management.
• Leadership and stakeholder management in agile environments.

Responsibilities

• Lead end-to-end testing activities from planning through execution and reporting.
• Validate Chatbot, Voicebot, and IVR apps against business requirements.
• Design, develop, and execute manual and automated test scenarios.
• Build and enhance automated testing frameworks for NLP/LLM apps.
• Perform API, integration, functional, regression, and E2E testing.
• Identify, document, and track defects through closure.
• Collaborate with business teams and developers to ensure quality.
• Mentor team members and drive QA best practices.

Skills

Lead testing teams

Manual testing

Automation testing

NLP/LLM testing

Stakeholder management

API testing

SQL

Test planning

Agile environments

Tools

Kore.ai

ASAPP

Google GECX

Cyara

Agentic Automation

Postman

Jira

Octane

Linux

PuTTY

Job description

We are seeking an experienced Chatbot IVR Test Lead to lead end-to-end testing activities for Contact Center, IVR, Voicebot, and Chatbot applications. The ideal candidate will have strong expertise in manual and automation testing, AI/Agentic testing, and modern conversational AI platforms. This role requires excellent leadership, stakeholder management, and hands-on testing experience.

Required Skills

• 10+ years of IT experience with strong expertise in IVR/Chatbot Testing
• Hands-on experience with Kore.ai, ASAPP, Google GECX, or similar Contact Center platforms
• Experience testing Voice Assistants, Chatbots, Voicebots, IVR Systems, and NLP technologies (ASR, TTS, Intent Recognition, NER)
• 3+ years of experience with Cyara or Agentic Automation Testing tools
• Strong knowledge of Software Testing Life Cycle (STLC) and QA methodologies
• Experience in both Manual and Automation Testing
• API Testing using Postman, JSON, XML, and REST APIs
• Strong SQL skills with knowledge of relational databases
• Experience using Jira and Octane for defect and test management
• Hands-on experience with Linux environments, SSH/PuTTY, log analysis, and script execution
• Experience creating test plans, test cases, defect reports, traceability matrices, and QA documentation
• Knowledge of testing LLM-based, NLP, and Agentic AI applications is highly preferred
• Strong leadership, client communication, stakeholder management, and team coordination skills

Key Responsibilities

• Lead end-to-end testing activities from planning through execution and reporting
• Validate Chatbot, Voicebot, and IVR applications against business requirements and call flows
• Design, develop, and execute manual and automated test scenarios
• Build and enhance automated testing frameworks for NLP and LLM-based applications
• Perform API, integration, functional, regression, and end-to-end testing
• Identify, document, and track defects through closure
• Collaborate with business teams, developers, and stakeholders to ensure high-quality deliverables
• Mentor team members, allocate work, provide status updates, and drive QA best practices

Preferred Skills

• Google Agentic Platform knowledge
• Experience with AI-driven conversational platforms
• Ability to work in fast-paced Agile environments and adapt to evolving technologies