IVR QA LEAD

ClifyX Inc; Charlotte (NC); On-site; USD 100,000 - 140,000; Full time

Job summary

ClifyX Inc is seeking a senior QA professional to lead testing of voice assistants, IVR systems, and chatbots in a global delivery setting. You will design test strategies, execute manual and automated tests, and validate NLP/LLM integrations with Cyara, Agentic, Kore/Dialog AI, and Google GECX.

This role requires 10+ years of IT testing experience, strong leadership, exceptional stakeholder management, and the ability to work with clients independently.

Qualifications

• Bachelor's degree or foreign equivalent from an accredited institution.
• 10+ years of IT testing experience, preferably in contact center testing of Kore.ai/ASAPP/Google GECX platforms.
• 3+ years using Cyara or Agentic Automation testing tools.
• Strong leadership and ability to manage clients independently.
• Excellent communication and stakeholder management skills.

Responsibilities

• Develop test plans, test cases, defects, and reports.
• Design, build, and scale automated testing frameworks for NLP/LLM agents and real-time performance.
• Validate IVR, chatbots, voice assistants, and related call flows across platforms like Kore/Dialog AI/ASAPP/Google GECX.
• Collaborate with global delivery teams and manage timelines and client expectations.
• Perform API testing with REST/JSON and XML, using tools like Postman.

Skills

Leadership

Communication

Stakeholder management

Manual testing

Automation testing

API testing

SQL queries

Test planning

Testing frameworks

Learning agility

Education

Bachelor's degree or foreign equivalent

Tools

Cyara

Agentic Automation

JIRA

Octane

Postman

SSH (Putty)

Job description

• Bachelor's degree or foreign equivalent required from an accredited institution
• At least 10+ years of experience with Information Technology, preferably in Contact center Kore.ai, ASAPP or Google GECX platforms testing voice assistants, Chatbots, Voicebots, IVR systems, or NLP frameworks (e.g., ASR, TTS, Intent Recognition, NER)
• 3+ years’ experience in Cyara or Agentic Automation testing tools
• Strong leadership skills and prior experience in leading the team and handling clients independently
• Good communication skills and stakeholder management skills

Experience

• Should have In-depth knowledge of Software Testing Life Cycle (STLC) preferably in Contact center space
• Should have good experience in manual and automation testing in IVR and Chatbots. Good to have Google Agentic platform experience/knowledge.
• Domain knowledge on IVR or Chatbot manual Testing and automation testing using Cyara and Agentic tools
• Testing IVR or Chat applications on Kore, Dialog AI, ASAPP, Google GECX platform features against the call flow and requirements and go beyond traditional software testing to evaluate deeply integrated systems
• Should be a quick learner, flexible to work in stringent project timelines and should have willingness to adapt to Agentic testing mindset.
• JSON and XML RESTful API request/response testing, API testing tools (Postman)
• Writing test plans, test cases, defects, knowledge transfer documentation, and reports. Design, build, and scale automated testing frameworks capable of validating Natural Language Processing (NLP), Large Language Model (LLM) agents, and real-time performance.
• Identify and analyze any bugs found during testing, document them and do required follow-up to bring it closure.
• Using SSH client putty connected to Linux machines to grab builds and logs, modify and run scripts, and set up host simulators
• Should have good hands-on SQL queries and good understanding of RDBS
• Experience with User Story and Defect management systems (Octane and JIRA)
• Experienced in work allocation, team management and status reporting
• Experience in Quality Assurance Life Cycle (QALC) and Test Management aspects such as developing test Strategies, defect reports, defect tracking, traceability matrices using Jira
• Experience and desire to work in a Global delivery environment