Lead Quality Assurance Engineer

3 weeks ago

Marquand, Missouri, United States Genesys Cloud Services, Inc. Full time

Genesys empowers over 8,000 organizations globally to enhance loyalty and achieve business success by crafting exceptional experiences for both customers and employees. Through Genesys Cloud, the leading AI-driven experience orchestration platform, Genesys provides the future of customer experience (CX) to organizations of all sizes, enabling them to deliver empathetic and personalized interactions at scale.

With a workforce of more than 6,000 individuals worldwide, we foster a culture of empathy and collaboration, allowing our employees to make significant contributions and take ownership of their responsibilities. Join us in shaping the future of customer experience.

Position Overview:

The Quality Assurance (QA) Lead - Application plays a crucial role within our professional services team, ensuring the delivery of top-notch Genesys platform products. This position involves defining testing scopes, managing budgets, and enforcing QA protocols. The QA Lead collaborates closely with project teams and clients, articulating our testing methodologies and distinguishing them from user acceptance testing (UAT). This role requires both on-site and remote engagement with clients and extensive coordination with project teams and QA engineers.

Key Responsibilities:

  • QA Process Oversight: Establish and uphold the Genesys QA testing framework with professional services project teams and clients to guarantee high-quality product delivery.
  • Scope and Budget Oversight: Determine the necessary testing scope and estimate the total testing effort and billable hours for assigned projects.
  • Project Leadership: Direct critical projects to ensure quality deliverables and appropriate testing in line with the project's scope of work.
  • Ownership of Test Phases: Manage the test phases through continuous agile sprints and pre-release testing.
  • Test Script Development: Develop comprehensive system test scripts and plans based on requirements, covering all use cases and scenarios in collaboration with developers.
  • Collaboration: Work collaboratively with project managers, development, and QA teams throughout all stages of the software development lifecycle.
  • Test Automation: Employ test automation tools to enhance testing efficiency and coverage.
  • Effective Communication: Clearly communicate project issues, roadblocks, prerequisites, and defects with professional team members.
  • Documentation and Process Improvement: Contribute to process enhancement by creating reusable documentation and conducting training sessions to elevate team skills and work delivery.
  • Metrics and Reporting: Utilize test metrics to provide accurate reporting and ensure test coverage and traceability.
  • Incident Management: Evaluate, prioritize, and manage incidents through to resolution.
  • Quality Practices: Implement quality practices in software testing and escalate issues outside of expertise to appropriate team leaders or managers.
  • Independent and Supervisory Work: Work autonomously and supervise test staff during project phases as required.
  • Hands-On Scripting: Exhibit hands-on experience with scripting languages such as Java, Python, or Ruby.
  • Agile Methodologies: Effectively apply agile development methodologies.
  • Flexibility: Adapt to changing schedules and project-specific tasks as necessary.

Required Qualifications:

  • Bachelor's degree in Computer Science, Information Technology, Computer Engineering, or Information Systems/Management.
  • Exceptional technical writing and spoken English skills.
  • Proficiency with various Software Development Life Cycle (SDLC) concepts.
  • Strong analytical and problem-solving abilities.
  • Demonstrated accountability and ownership in previous roles.
  • 6 to 8 years of experience with Genesys or 8 years of related industry experience.
  • Relevant experience in application/cloud testing.

Preferred Qualifications:

  • Experience with cloud and IVR products.
  • Experience in performance, load, security, and customer experience (CX) testing.

About Genesys:

At Genesys, we are leaders in cloud experience orchestration, delivering personalized customer and employee experiences. Our mission is to provide 'Experience as a Service' to help organizations build lasting relationships with their customers. We integrate sustainability into our business strategy, focusing on reducing greenhouse gas emissions, promoting diversity, equity, and inclusion (DEI), and ensuring ethical AI use and robust corporate governance.

Join us in transforming the customer experience landscape with innovative cloud solutions and a commitment to environmental and social responsibility.

Compensation:

This role offers a competitive salary, with an anticipated base compensation range provided below. Actual salaries will vary based on a candidate's experience, qualifications, skills, and location. This role may also be eligible for commission or performance-based bonus opportunities.

Benefits:

  • Medical, Dental, and Vision Insurance.
  • Telehealth coverage.
  • Flexible work schedules and remote work opportunities.
  • Development and career growth opportunities.
  • Open Time Off in addition to 10 paid holidays.
  • 401(k) matching program.
  • Adoption Assistance.
  • Fertility treatments.

More details about our company benefits can be found at the following.

Genesys is an equal opportunity employer committed to equity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.

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