Randstad Digital Americas · 4 hours ago
QA Automation Engineers/Test Analysts -2482
United States
Contract
Remote
Senior Level
$50/hr - $70/hr
5+ years expRandstad Digital Americas is seeking two experienced QA Automation Engineers/Test Analysts to support the transition of their contact center Voice channel to an AI-driven ecosystem. The role focuses on testing and quality assurance of AI-enabled call flows and virtual agents within Genesys Cloud.
Information Technology & Services
Responsibilities
Test natural language call flows by calling into systems and executing defined and exploratory test scenarios
Design and execute test cases for NLU models, including intent recognition, utterance variation, confidence thresholds, and fallback behavior
Validate end‑to‑end AI‑enabled call flows, including complex branching logic and proper handoff from virtual agents to live agents
Perform testing across voice and chat channels where workflows overlap
Ensure call flows and virtual agents meet documented business and functional requirements
Identify defects, failure modes, and quality gaps, and clearly document findings
Monitor NLU accuracy and routing effectiveness (targeting approximately 80% or better intent recognition)
Test safety and compliance scenarios such as privacy handling and special‑case or emergency routing
Validate integrations with backend systems such as CRM and other enterprise platforms to ensure correct data exchange and personalization
Qualification
Required
Bachelor's degree required
Approximately 5-7 years of QA, testing, or quality engineering experience (flexible for strong candidates)
Experience with Genesys Cloud, including Architect and Dialog Engine, required
Hands on experience testing natural language call flows, virtual agents, or conversational AI solutions
Strong understanding of test planning, execution, and defect tracking
Ability to work independently with minimal guidance and quickly ramp into existing systems
Preferred
Experience with other contact center platforms (e.g., NICE, Five9, Amazon Connect, Avaya) is acceptable if skills are transferable
Prior involvement in a natural language or virtual agent implementation is a strong plus
Benefits
Medical
Prescription
Dental
Vision
AD&D
Life insurance offerings
Short-term disability
401K plan
Company
Randstad Digital Americas
Randstad Digital is a trusted digital enablement partner that facilitates accelerated transformation for businesses by providing global talent, capacity, and solutions across specialized domains.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Graig Paglieri
CEO, Randstad Digital Americas
Pascal de Hesselle
SVP, Executive Client Partner - Technology, Media & Telecom
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