Engineering Program Manager, Quality Assurance - Customer Systems

• Partner with Engineering and Product to define test plans, test scope, and acceptance criteria for migration features and integrations.
• Coordinate and track functional, integration, regression, and business testing across teams. Ensure test environments, data, and test cases are prepared and validated ahead of each testing cycle.
• Drive day-to-day execution across cross-functional teams including Engineering, Contact Center Operations, Infrastructure, Security, SRE, Architects, Platform Teams, DevOps, Vendors.
• Identify and track dependencies, risks, and blockers; escalate proactively with clear context and mitigation options.
• Align QA timelines with release plans, pilots, and phased rollouts.
• Facilitate defect triage, track resolution progress, and ensure closure prior to release milestones.
• Maintain clear visibility into QA readiness, test coverage, and open risks.
• Support go/no-go decisions with structured and well-documented readiness assessments.
• Deliver regular, concise status updates to both technical and business stakeholders.
• Translate QA risks and findings into business impact and customer experience implications.
• Serve as the coordination point between internal teams and external vendors throughout testing cycles.
• Continuously improve QA processes, templates, and reporting practices across the program.
• Drive the adoption of test automation and structured release governance where applicable.
• Leverage GenAI tools to auto-generate test plans, test cases, and acceptance criteria from product requirements, design specs, and user stories
• Use GenAI to perform gap analysis on existing test coverage by analyzing requirements documents and surfacing untested scenarios
• Automate the generation of status reports and dashboards by feeding GenAI structured test run data and defect metrics
• Apply GenAI tools to triage and classify incoming defects — auto-tagging by severity, component, or feature area to reduce manual overhead
• Use GenAI to analyze retrospective data and surface recurring process bottlenecks or quality escapes across sprints and releases
• Apply GenAI to benchmark QA process maturity by comparing current workflows against industry best practices
• Leverage GenAI to help design and refine QA workflows, checklist templates, and team onboarding guides
• Evaluate and champion GenAI-assisted test automation tools that can generate and maintain automated test scripts from natural language descriptions
• Experience with platform migrations, system integrations, or SaaS implementations.
• Proficiency with QA tools such as Selenium, Playwright, JMeter, RestAssured and a working understanding of test automation concepts.
• Experience collaborating with vendors or external implementation partners

None flagged.