Quality Analyst - Voice AI

About the Role

We are looking for a highly skilled and experienced QA Engineer with strong expertise in GenAI, VoiceAI, Telephony, and IVR testing. The ideal candidate will be responsible for ensuring high-quality delivery of nextgeneration AI-driven voice and conversational systems, including robust guardrail validations, performance testing, and endtoend functional assurance.

Key Responsibilities

1. Testing & Quality Assurance

• Conduct functional, regression, integration, and system testing for GenAI and VoiceAI-based applications.
• Perform IVR testing, including call flows, speech recognition, prompts, routing, and fallback handling.
• Validate telephony-related components, including SIP (Session Initiation Protocol), call events, call transfers, call queue logic, and agent workflows.
• Ensure AI guardrails (content moderation, safety filters, hallucination checks) are thoroughly tested and validated.
• Test conversational flows, voice prompts, LLM responses, ASR (Automatic Speech Recognition), and TTS (Text-to-Speech) output quality.

2. Quality Framework & Process

• Develop and maintain test cases, and automation frameworks.
• Work closely with product owners, architects, and engineering teams to review requirements and define acceptance criteria.
• Ensure adherence to QA best practices and contribute to continuous improvement of processes.

3. Tools & Automation

• Leverage automation tools for IVR and telephony testing (e.g., BlueJay, Cyara, Empirix, custom automation).
• Write and execute automation scripts.
• Analyze logs from AI services, telephony servers, call routers, and backend systems.

Required Skills & Experience

Technical Skills

• 48 years of experience in software testing.
• Hands-on experience in GenAI / LLM testing, prompt validation, response evaluation, and guardrail testing.
• Strong experience in VoiceAI systems, ASR/TTS validation, voice bot testing, and multimodal testing.
• Proven experience in Telephony and IVR testingSIP, call flows, routing, voice apps, VXML, CCaaS platforms.
• Experience with API testing tools (Postman, REST Assured), log analysis, and debugging.
• Good understanding of automation frameworks and scripting languages (Python, Java, or similar).

Soft Skills

• Strong communication and analytical skills.
• Ability to work with cross-functional teams.
• Self-driven, detail-oriented, and capable of working in fast-paced environments.

Preferred Qualifications

• Experience working on AI-driven contact center solutions or conversational AI platforms.
• Immediate joiners.
• Certifications in testing, cloud platforms, or telephony systems (ISTQB, AWS, etc.).