IT Test Analyst QA Automation Engineer

NTT DATA North America; Remote; USD 75,000 - 95,000; Full time

Job summary

A leading technology services provider is hiring an IT Test Analyst to work remotely. This position focuses on the testing of AI-driven call flows within Genesys Cloud, requiring 5-7 years of QA experience and a Bachelor's degree. The ideal candidate will validate call flows, design test cases for natural language understanding models, and ensure quality in AI-enabled interactions. Strong collaborative skills, attention to detail, and previous experience with contact center platforms such as Genesys are essential. This role is crucial for enhancing user experiences in automated environments.

Qualifications

• 5-7 years of experience in QA, testing, or quality engineering.
• Hands-on experience with natural language call testing.
• Strong understanding of test planning and execution.

Responsibilities

• Design and execute test cases for NLU models.
• Validate AI-enabled call flows and integrations.
• Identify defects and document findings.

Skills

QA Automation

Natural Language Processing

Detail-oriented

Collaborative

Education

Bachelor’s degree

Tools

Genesys Cloud

NICE

Five9

Amazon Connect

Avaya

Job description

Overview

At NTT DATA, we know that with the right people on board, anything is possible. The quality, integrity, and commitment of our employees are key factors in our company's growth, market presence and our ability to help our clients stay ahead of the competition. By hiring the best people and helping them grow both professionally and personally, we ensure a bright future for NTT DATA and for the people who work here.

Position

NTT DATA is hiring an IT Test Analyst to work remote for our valued end client. NOTE: This is a US based, W-2 project. All candidates will be paid through NTT DATA only.

Job Description: Objective

We are seeking two experienced QA Automation Engineers/Test Analysts to support the transition of our contact center Voice channel from static IVR to an AI-driven, natural‑language ecosystem within Genesys Cloud. These resources will focus on testing and quality assurance of AI-enabled call flows, virtual agents, and overall call management workflows.

Core Responsibilities

• Test natural language call flows by calling into systems and executing defined and exploratory test scenarios
• Design and execute test cases for NLU models, including intent recognition, utterance variation, confidence thresholds, and fallback behavior
• Validate end‑to‑end AI-enabled call flows, including complex branching logic and proper handoff from virtual agents to live agents
• Perform testing across voice and chat channels where workflows overlap
• Ensure call flows and virtual agents meet documented business and functional requirements
• Identify defects, failure modes, and quality gaps, and clearly document findings
• Monitor NLU accuracy and routing effectiveness (targeting approximately 80% or better intent recognition)
• Test safety and compliance scenarios such as privacy handling and special‑case or emergency routing
• Validate integrations with backend systems such as CRM and other enterprise platforms to ensure correct data exchange and personalization

Required Qualifications

• Bachelor’s degree required
• 5-7 years of QA, testing, or quality engineering experience
• Experience with Genesys Cloud, including Architect and Dialog Engine, required
• Experience with other contact center platforms (e.g., NICE, Five9, Amazon Connect, Avaya) is acceptable if skills are transferable
• Hands‑on experience testing natural language call flows, virtual agents, or conversational AI solutions
• Prior involvement in a natural language or virtual agent implementation is a strong plus
• Strong understanding of test planning, execution, and defect tracking
• Ability to work independently with minimal guidance and quickly ramp into existing systems

Soft Skills and Work Style

• Comfortable working independently for extended periods while executing assigned test scenarios
• Able to collaborate with developers, product managers, and other stakeholders as needed
• Detail‑oriented with a strong focus on quality and accuracy
• Clear communicator when documenting issues and test results
• Adaptable in a fast‑moving, evolving environment

About NTT DATA

NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long‑term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start‑up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at us.nttdata.com

Accessibility & Contact Information

NTT DATA endeavors to make https://us.nttdata.com accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at https://us.nttdata.com/en/contact-us. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.

EEO Statement

NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click here. If you'd like more information on your EOO rights under the law, please click here. For Pay Transparency information, please click here.