Director of Quality Assurance

Director of Quality Assurance

Netomi is revolutionizing enterprise customer experience through our leading agentic AI platform. We collaborate with major global brands such as Delta Airlines, MetLife, MGM, and United to enable seamless automation across the customer journey. Our no-code platform ensures rapid deployment, cost efficiency, and straightforward management of AI agents tailored for various customer experience scenarios. With backing from WndrCo, Y Combinator, and Index Ventures, we empower businesses to improve efficiency, reduce costs, and elevate the quality of customer interactions.

We are on the lookout for a passionate Director of Quality Assurance (QA) to spearhead our quality initiatives across all engineering and customer-facing teams, including Platform Engineering, Customer Success Engineering, Data Science, and AI Research. This pivotal role will shape and drive the comprehensive quality vision for our AI-driven SaaS platform, guaranteeing that Netomi's offerings achieve exceptional standards in functionality, performance, reliability, and security.

The successful candidate will create a hub for excellence in Quality Assurance, fostering QA principles within teams through functional, non-functional, performance, and security testing, in addition to data validation and model accuracy assessments, all while promoting a culture of continuous enhancement and automation.

Key Responsibilities:

• Define and implement the Quality Engineering vision and roadmap in line with company objectives.
• Build and lead a diverse QA team encompassing Platform QA, Data Quality, Automation, and Performance Engineering.
• Collaborate with engineering, product, and customer success leaders to integrate quality throughout the software development lifecycle (SDLC).
• Establish quality key performance indicators (KPIs) and dashboards for transparency into release readiness, product stability, and operational health.
• Own the strategy for functional and regression testing across microservices, SDKs, APIs, and user interfaces.
• Pursue excellence in non-functional testing covering performance, scalability, reliability, failover, and compatibility.
• Lead security testing efforts, partnering with DevSecOps and compliance teams to uphold standards such as ISO, SOC 2, and GDPR.
• Introduce AI-enhanced testing frameworks utilizing machine learning for proactive defect detection and data drift analysis.
• Work with the Data Science team to create data quality pipelines for training and inference data.
• Set testing standards for AI model accuracy, precision, bias, and monitoring for drift.
• Ensure data-driven validation frameworks are incorporated in MLOps and deployment processes.
• Oversee QA processes for custom deployments, integrations, and client-specific configurations.
• Develop automation frameworks to validate end-to-end customer experience workflows and integrations (Genesys, Salesforce, Zendesk, etc.).
• Institutionalize CI/CD-driven test automation for efficiencies in deployment.
• Evaluate and implement advanced QA tools for test management, performance benchmarking, and observability.
• Encourage a shift-left testing culture promoting early defect detection through techniques like static analysis and contract testing.
• Foster collaboration between QA, DevOps, and Observability teams to enhance quality metrics in production.

Qualifications:

• 10+ years of experience in software quality engineering, including 3+ years in leadership roles within a SaaS or platform context.
• Demonstrated expertise in AI/ML or data-centric quality assurance, particularly in validating data pipelines and machine learning models.
• In-depth knowledge of microservices architecture, cloud environments (AWS/Azure), and CI/CD pipelines.
• Hands-on experience with automation frameworks (such as Selenium, Cypress, Playwright, TestNG, PyTest).
• Proficient in performance testing tools (like JMeter, Gatling, Locust) and security testing methodologies (including OWASP, Burp Suite, ZAP).
• Strong understanding of API and SDK testing across multi-platform settings (web, mobile, voice).
• Exceptional communication, leadership, and stakeholder management abilities, with a talent for influencing across functions.
• Experience in AI/ML testing, data validation, and model governance frameworks.
• Familiarity with observability tools (ELK, Grafana, Datadog, OpenTelemetry) for production monitoring.
• Awareness of GenAI systems, prompt testing, and retrieval-augmented generation (RAG) validation.
• Exposure to B2B enterprise platforms and multi-tenant SaaS architectures.
• Knowledge of secure SDLC and compliance frameworks (such as SOC 2, ISO 27001).

Why Join Netomi?

• Work at the cutting edge of AI and customer experience innovation.
• Shape the quality strategy across our platform, AI initiatives, and customer success domains.
• Collaborate with top-tier engineers and data scientists in a dynamic, growth-oriented culture.
• Enjoy competitive compensation, opportunities for rapid advancement, and global exposure.

Netomi is an equal opportunity employer committed to fostering diversity in the workplace. We evaluate all qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics.