Director - Quality Assurance

Director - Quality Assurance (16-22 yrs)

Job Summary:

We are seeking a strategic and hands-on Director of QA to lead quality assurance efforts across our engineering organization, with a strong focus on cloud-based contact center technologies. This role will drive the adoption of quality practices, coordinate cross-team testing efforts, and ensure high standards for product reliability and performance.

Key Responsibilities:

- Define and implement QA strategy across our contact center solution and supporting systems.

- Coordinate testing initiatives across engineering teams, promoting best practices and consistency.

- Ensure quality of voice, chat, IVR, call routing, and CRM integrations in a cloud-native environment.

- Guide automation efforts, performance testing, and CI/CD pipeline integration.

- Collaborate with Engineering, Product, and DevOps teams to identify risks and resolve quality issues early.

- Lead root cause analysis for production issues and support continuous improvement initiatives.

Qualifications:

- 10+ years in software QA, with leadership and cross-functional coordination experience.

- Deep understanding of contact center technologies (e.g., Amazon Connect, Genesys, Five9) and cloud platforms.

- Strong knowledge of VoIP, SIP, RTP, WebRTC, and real-time communications testing.

- Experience with QA automation and performance testing tools (e.g., Selenium, Postman, JMeter).

- Excellent communication, analytical, and organizational skills.