QA Engineer II, Contact Center (Hybrid)

Job Title 

Job Description

For more than 80 years, Kaplan has been a trailblazer in education and professional advancement. We are a global company at the intersection of education and technology, focused on collaboration, innovation, and creativity to deliver a best in class educational experience and make Kaplan a great place to work.

Our offices in India opened in Bengaluru in 2018. Since then, our team has fueled growth and innovation across the organization, impacting students worldwide. We are eager to grow and expand with skilled professionals like you who use their talent to build solutions, enable effective learning, and improve students’ lives.

The future of education is here and we are eager to work alongside those who want to make a positive impact and inspire change in the world around them.

As part of the Contact Center Engineering team, the QA Engineer II, Contact Center  will have daily responsibility for performing Quality Assurance initiatives in support of the software development life cycle of AI virtual agents, contact center technology solutions, integrations, and related services, ensuring that initiatives support the corporate vision.

The person in this role will have daily responsibility to recommend, develop, and conduct functional and performance testing on Conversational AI Bots and Contact Center applications, ensuring that initiatives support the corporate vision. The ideal candidate will have a strong understanding of AI and machine learning technologies. This candidate should also possess analytical skills to ensure the highest level of software quality is produced.

Primary/Key Responsibilities

• Responsibility for the Quality Assurance of Conversational AI, Generative AI, Bot and contact center technology solutions using manually and with automation tools to reduce, or eliminate, solution defects
• Work with other engineers to provide seamless service delivery, quality assurance, and support of contact center software solutions
• Contribute to QA solution design, estimates, process reviews, and documentation to ensure highest level of quality software
• Participate in daily team activities including stand-ups, planning, and demos.
• Work with team members to determine test cases and an overall test plan for the system.
• Participate in performance and load testing activities. Test system for security vulnerabilities
• Work closely with developers to learn implementation details about product feature and perform releases
• Will be accountable for using project development lifecycle methodology including following project specifications and completing documentation to successfully deliver projects on-time, within budget and scope.
• Must be willing and able to alter shift schedules as user support demands change or technical projects require. This may require evening, weekends or night shift work for various lengths of time, including on-call rotation
• Assist with the ongoing evolution and development life cycle of the conversational AI and contact center technology solution
• Hybrid Schedule: 3 days remote / 2 days in office
• 30-day notification period preferred 

Minimum Qualifications

• Bachelor’s Degree or Acceptable Experience in Lieu of Education
• 4 years related experience in a Quality Assurance or related role
• Experience working on agile teams that release at least every two weeks
• Effectively create and execute test cases based on acceptance criteria 
• Hands-on experience with AI technologies (LLMs, RAG, (NLP), machine learning and prompt engineering) 
• Proficiency in Java or JavaScript and understanding of design patterns.
• Experience with agile processes and tools such as Jira
• Active knowledge of Software development lifecycle.
• Solve problems of considerable scope and complexity
• Work closely with project, application, and enterprise architects to ensure quality of solutions.
• Working knowledge of SQL
• Experience reading application logs.
• Strong understanding of LAN/WAN networks and TCP/IP
• Able to work independently and as part of a team
• Follow processes, collaborate with business units, and maintain a positive attitude. 
• Exceptional communication and interpersonal skills for effective cross-functional collaboration.

Preferred Qualifications

• Professional certifications related to virtual agents (GCP, Dialogflow, LUIS, LEX, etc)
• Experience with Enterprise CRM systems, such as Salesforce
• Working knowledge of Contact Center Technology practices and solutions, for instance Genesys CTI or Genesys Cloud.
• Working knowledge of, and experience with, contact center best practices, business processes, and operations

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At Kaplan, we recognize the importance of attracting and retaining top talent to drive our success in a competitive market. Our salary structure and compensation philosophy reflect the value we place on the experience, education, and skills that our employees bring to the organization, taking into consideration labor market trends and total rewards.  All positions with Kaplan are paid at least $15 per hour or $31,200 per year for full-time positions. Additionally, certain positions are bonus or commission-eligible.   And we have a comprehensive benefits package, learn more about our benefits here.

Diversity & Inclusion Statement:

Kaplan is committed to cultivating an inclusive workplace that values diversity, promotes equity, and integrates inclusivity into all aspects of our operations. We are an equal opportunity employer and all qualified applicants will receive consideration for employment regardless of age, race, creed, color, national origin, ancestry, marital status, sexual orientation, gender identity or expression, disability, veteran status, nationality, or sex. We believe that diversity strengthens our organization, fuels innovation, and improves our ability to serve our students, customers, and communities. Learn more about our culture here.

Kaplan considers qualified applicants for employment even if applicants have an arrest or conviction in their background check records. Kaplan complies with related background check regulations, including but not limited to, the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.  There are various positions where certain convictions may disqualify applicants, such as those positions requiring interaction with minors, financial records, or other sensitive and/or confidential information.

Kaplan is a drug-free workplace and complies with applicable laws.