Quality Assurance Engineer - Contact Center Solutions

QA Engineer I, Contact Center (Hybrid)

Job Title 

QA Engineer I, Contact Center (Hybrid)

Job Description

For more than 80 years, Kaplan has been a trailblazer in education and professional advancement. We are a global company at the intersection of education and technology, focused on collaboration, innovation, and creativity to deliver a best in class educational experience and make Kaplan a great place to work.

Our offices in India opened in Bengaluru in 2018. Since then, our team has fueled growth and innovation across the organization, impacting students worldwide. We are eager to grow and expand with skilled professionals like you who use their talent to build solutions, enable effective learning, and improve students’ lives.

The future of education is here and we are eager to work alongside those who want to make a positive impact and inspire change in the world around them.

As part of the Contact Center Engineering team, the QA Engineer I, Contact Center will have daily responsibility for performing Quality Assurance initiatives in support of the software development life cycle of AI virtual agents, contact center technology solutions, integrations, and related services, ensuring that initiatives support the corporate vision.

The person in this role will have daily responsibility to recommend, develop, and conduct functional and performance testing on Conversational AI Bots and Contact Center applications, ensuring that initiatives support the corporate vision. The ideal candidate will have a strong understanding of AI and machine learning technologies. This candidate should also possess analytical skills to ensure the highest level of software quality is produced.

Primary/Key Responsibilities

• Quality Assurance for AI and Contact Center Solutions: Ensure high-quality standards for Conversational AI, Generative AI, Bot, and contact center technology solutions - Genesys Cloud CX and Salesforce.

• Test Planning and Execution: Develop, implement, and execute comprehensive test plans, strategies, and detailed test cases based on project requirements and specifications using manual and sometimes automated testing methods.Conduct thorough performance and load testing activities to assess system stability and security vulnerabilities.

• Defect Management: Identify, document, and track defects with detailed descriptions and necessary logs/screenshots using issue tracking tools.

• Test Environment Setup and Maintenance: Establish and maintain test environments to ensure accurate and consistent testing conditions.

• Process Improvement and Documentation: Contribute to QA solution design, estimates, process reviews, and documentation to ensure the highest level of software quality.

• Collaboration and Communication: Work closely with developers, product managers, and stakeholders to clarify issues, report defects, and ensure timely resolution.

• Agile Participation: Engage in daily Agile team activities, including stand-ups, planning, and demos, to ensure seamless collaboration and alignment with project goals.

• Release Support: Work closely with developers to understand implementation details and assist in performing software releases.

• Project Lifecycle Accountability: Follow project development lifecycle methodologies, including adhering to specifications and completing documentation, to ensure projects are delivered on time, within budget, and scope.

• Flexible Work Hours: Be prepared to adjust shift schedules as user support demands change or technical projects requirement, including occasional evening, or night shift work and on-call rotations.

• Hybrid Schedule: 3 days remote / 2 days in office

• 30-day notification period preferred 

Minimum Qualifications

• Bachelor’s Degree or Acceptable Experience in Lieu of Education

• 2+ years related experience in a Quality Assurance or related role

• Experience working on agile teams that release at least every two weeks

• Effectively create and execute test cases based on acceptance criteria 

• Experience with Chatbots or Voicebots

• Experience with agile processes and tools such as Jira

• Active knowledge of Software development lifecycle.

• Solve problems of considerable scope and complexity

• Work closely with project, application, and enterprise architects to ensure quality of solutions.

• Experience reading application logs.

• Able to work independently and as part of a team

• Follow processes, collaborate with business units, and maintain a positive attitude. 

• Exceptional communication and interpersonal skills for effective cross-functional collaboration.

Preferred Qualifications

• Professional certifications related to virtual agents (GCP, Dialogflow, LUIS, LEX, etc)

• Experience with Enterprise CRM systems, such as Salesforce

• Working knowledge of Contact Center Technology practices and solutions, for instance Genesys CTI or Genesys Cloud.

• Working knowledge of, and experience with, contact center best practices, business processes, and operations

• Working Knowledge of SQL

Beyond base salary, our comprehensive total rewards package includes:

Hybrid work model provides a flexible work/life balance
Voluntary Provident Fund is an additional voluntary contribution scheme associated with the statutory Employee Provident Fund (EPF)
Our Gift of Knowledge Program provides tuition assistance and substantial discounts for our employees and close family members
Comprehensive health benefits new hire eligibility starts on day 1 of employment
Generous Paid Time Off includes National holidays(10), Earned leaves(15), sick leave(12), plus one (1) volunteer day to participate and give back to our local communities
Gratuity is applicable upon completion of 5 years as per the Gratuity Act

We are committed to providing a supportive and rewarding work environment where every employee can thrive. You can learn more about our full benefits package and total rewards philosophy here.

At Kaplan, we believe in attracting, rewarding, and retaining exceptional talent. Our compensation philosophy is designed to be competitive within the market, reflecting the value we place on the skills, experience, and contributions of our employees, while taking into account labor market trends and total rewards. The specific compensation offered will be determined by a variety of factors, including but not limited to the candidate's qualifications, relevant experience, education, skills, and market data.

Location

Bangalore, KA, India

Additional Locations 

Employee Type

Employee

Job Functional Area 

Quality Assurance

Business Unit

00091 Kaplan Higher ED

Diversity & Inclusion Statement:

Kaplan is committed to cultivating an inclusive workplace that values diversity, promotes equity, and integrates inclusivity into all aspects of our operations. We are an equal opportunity employer and all qualified applicants will receive consideration for employment regardless of age, race, creed, color, national origin, ancestry, marital status, sexual orientation, gender identity or expression, disability, veteran status, nationality, or sex. We believe that diversity strengthens our organization, fuels innovation, and improves our ability to serve our students, customers, and communities. Learn more about our culture here.

Kaplan considers qualified applicants for employment even if applicants have an arrest or conviction in their background check records. Kaplan complies with related background check regulations, including but not limited to, the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.  There are various positions where certain convictions may disqualify applicants, such as those positions requiring interaction with minors, financial records, or other sensitive and/or confidential information.

Kaplan is a drug-free workplace and complies with applicable laws.