QA Lead /SDET Lead

About the role

Ttec Digital is seeking a technical leader to oversee quality assurance and automation strategy for our AI-driven customer experience platform. You will operate within a startup-style environment backed by the resources of a public company to build tools for global enterprise brands. In this capacity, you will define the quality standards that govern how intelligent software is validated and released. You will own the end-to-end testing lifecycle for conversational and agentic solutions from initial concept through production deployment. The role requires you to translate ambiguous product requirements into concrete test strategies and executable automation. You will mentor engineers and analysts on best practices for sustainable test design and defect prevention. Your work will directly influence the reliability and user trust of AI features that power enterprise customer experiences.

Key facts

What you'll do

• Architect and maintain a scalable automated testing framework tailored for AI-driven customer experience products.
• Analyze conversational analytics and knowledge assistance outputs to design test cases that validate accuracy and relevance.
• Engineer agentic automation workflows that simulate complex user journeys across enterprise support scenarios.
• Collaborate closely with product managers and data scientists to refine acceptance criteria and ensure testability.
• Implement continuous testing pipelines that provide rapid feedback on new model deployments and feature releases.
• Drive the creation of reusable test components that reduce manual effort and increase coverage efficiency.
• Perform in-depth quality audits on production incidents to identify root causes and improve prevention strategies.
• Establish metrics and dashboards that track test effectiveness, product stability, and risk exposure.
• Guide the team in selecting appropriate tools, frameworks, and testing methodologies for evolving product needs.
• Ensure testing practices align with industry standards for security, privacy, and compliance in customer data handling.
• Facilitate code reviews focused on testability, maintainability, and performance for critical automation modules.
• Act as the quality advocate in cross-functional discussions to balance speed, risk, and user experience.

Requirements

• Demonstrated experience in a QA or SDET leadership role managing teams and complex testing initiatives.
• A proven startup mindset focused on building functional prototypes and delivering working software quickly.
• The ability to operate independently with a strong bias toward action and tangible results in fast-paced settings.
• Hands-on experience working within agile, fast-paced development cycles with frequent iterations and releases.
• Solid understanding of automated QA testing principles, frameworks, and best practices for modern applications.
• Familiarity with conversational analytics platforms and how to validate insights derived from customer interactions.
• Experience designing tests for knowledge assist systems that retrieve and synthesize information dynamically.
• Exposure to agentic automation concepts where software components operate autonomously to achieve goals.
• Background in AI-based product development and the unique testing challenges associated with probabilistic outputs.
• Strong analytical skills to dissect complex behaviors and reproduce issues in enterprise-grade environments.
• Effective communication skills to articulate technical risks and quality metrics to both technical and business stakeholders.
• Willingness to engage directly with code and debugging sessions to unblock team progress and validate fixes.
• Commitment to continuous learning to keep pace with emerging tools, testing strategies, and AI technologies.
• Reliability in meeting deadlines while maintaining high standards for test coverage and documentation clarity.

Nice to have

• Preference for candidates who have worked on global enterprise platforms with high availability requirements.
• Experience contributing to open source testing tools or communities focused on quality engineering.
• Background in contact center or customer experience domains where AI augments human interactions.

Practical notes

This role is part of the innovation group at TTEC (NASDAQ: TTEC), a company operating in the customer experience sector since 1982. The position offers the chance to influence the trajectory of AI product deployments for global enterprise clients. The engagement is full-time and remote, providing flexibility in work location while expecting collaboration across distributed teams. There may be occasional travel requirements to align with innovation group initiatives or client visits as needed. No specific visa sponsorship details are provided, so candidates should review their eligibility under local regulations. The selection process will prioritize technical depth, ownership mentality, and alignment with agile quality practices.