Senior Voice AI Automation Test Architect - Contact Center Technologies

About Client :

It is management consulting, outsourcing, and BPO services firm specializing in the credit card, insurance, and banking sectors. With expertise in technology, business transformation, analytics, and process improvement.

Role Overview :

Senior Voice AI Test Automation Architect to lead quality engineering and test automation for next-generation conversational customer experiences powered by Google CCAI, Five9, Cyara, and AI-driven contact center technologies. The role focuses on designing and implementing automation frameworks for Voice AI, conversational IVR, virtual agents, Agent Assist, and end-to-end customer journeys.

Key Responsibilities :

- Define Voice AI testing strategies and automation frameworks.

- Validate conversational flows, intents, utterances, and speech recognition.

- Test Google Dialogflow CX and Google Agent Assist solutions.

- Validate Five9 Voice AI routing, transfers, and customer journeys.

- Design and optimize Cyara-based automation frameworks.

- Build automated regression testing and production monitoring capabilities.

- Lead QA architecture for AI-powered contact center transformations.

Required Skills :

- Google Dialogflow CX / Google CCAI

- Five9, Genesys, NICE CXone, or Amazon Connect

- Cyara

- API test automation - Postman, Karate, REST APIs

- Playwright, Selenium, or equivalent automation frameworks

- Python, Java, or JavaScript

- Contact Center / Customer Service platform experience

Must Have :

- Google Agent Assist

- Five9 Voice AI

- Conversational AI testing

- Speech recognition and NLU testing

- AI-to-human handoff validation

- VoiceStream integration

- Financial Services / Payments experience

Strongly Preferred :

- Google CCAI implementation and testing

- Five9 Voice AI

- Cyara framework architecture

- Conversational AI quality engineering

- Voice AI test automation architecture

- End-to-end contact center customer journey validation

The role requires specialized experience in validating and optimizing AI-powered customer conversations across Google CCAI, Five9, Cyara, virtual agents, Agent Assist, and end-to-end contact centre journeys.