高级自动化QA工程师 — AI产品与客户实施
Senior Automation QA Engineer — AI Products & Customer Implementations
关于该职位
Helpware的AI平台团队构建一系列原生AI产品，用于客户支持和业务运营，所有产品均运行在共享的多租户平台上。该团队还为个别客户提供定制配置、集成和SLA的产品实施。
我们正在寻找两位高级QA工程师，负责端到端的质量管理——从产品的预发布测试到验证每个客户的实际部署。这两位员工将共同承担该职责，根据优先级的变化在产品测试和客户部署的QA之间灵活切换。
工作时区：
8/9 AM — 5/6 PM EST
14:00/15:00 — 23:00/24:00 CET
你将负责的工作
- 负责AI产品组合中一个或多个产品的测试策略，从需求评审到发布签收。
- 设计、构建和维护涵盖API、UI、集成和回归测试的自动化测试套件，并集成到CI/CD流程中。
- 测试多租户平台的行为，包括RBAC、租户隔离、数据访问以及与CRM、工单系统、电话系统和其他第三方系统的集成。
- 根据功能需求验证AI代理的行为，包括对话流程、工作流自动化、评分和辅导逻辑以及结构化数据提取。
- 通过验证客户特定的配置、连接器、知识库、评分标准和工作流规则，来主导客户部署的QA，确保上线前符合要求。
- 与客户利益相关者及内部交付和客户成功团队一起设计和执行UAT计划。
- 针对真实客户流程进行探索性测试和场景测试，并在发布后监控早期生产环境的行为。
- 区分配置问题、实施缺陷和产品级错误，并确保相应团队处理这些问题。
- 对缺陷进行分类、记录和跟踪；与工程师紧密合作以确定根本原因并验证修复。
- 维护测试计划、部署检查清单和QA操作手册，这些文档能够随着产品组合和客户数量的增长而扩展。
- 将重复出现的部署问题转化为自动化回归覆盖，并持续改进整体QA流程。
- 向产品、工程、交付和客户相关团队报告发布准备情况、产品质量和部署风险。
我们寻找的人选
- 5年以上软件QA经验，包括产品级测试
查看英文原文
About the role
Helpware's AI Platform team builds a portfolio of AI-native products for customer support and business operations, all running on a shared multi-tenant platform. The team also implements these products for individual clients with custom configurations, integrations, and SLAs.
We're looking for two Senior QA Engineers to own quality end-to-end — from pre-release testing of the products themselves to validating each customer's live implementation. The two hires will share this work across the portfolio, with each expected to flex between product testing and customer-facing implementation QA as priorities shift.
Operating time zone:
8/9 AM — 5/6 PM EST
14:00/15:00 — 23:00/24:00 CET
What you'll do
- Own test strategy for one or more products in the AI portfolio, from requirements review through release sign-off.
- Design, build, and maintain automated test suites covering API, UI, integration, and regression testing, integrated into CI/CD pipelines.
- Test multi-tenant platform behavior, including RBAC, tenant isolation, data access, and integrations with CRM, ticketing, telephony, and other third-party systems.
- Validate AI-agent behavior against functional requirements, including conversation flows, workflow automation, scoring and coaching logic, and structured-data extraction.
- Lead QA for customer implementations by validating client-specific configurations, connectors, knowledge bases, scoring rubrics, and workflow rules against requirements before go-live.
- Design and execute UAT plans together with client stakeholders and internal delivery and Customer Success teams.
- Perform exploratory and scenario-based testing against real customer workflows and monitor early-production behavior after launch.
- Distinguish between configuration issues, implementation defects, and product-level bugs, and ensure the right teams address them.
- Triage, document, and track defects; work closely with engineers to identify root causes and verify fixes.
- Maintain test plans, implementation checklists, and QA playbooks that can scale across a growing product portfolio and client base.
- Turn recurring implementation issues into automated regression coverage and continuously improve overall QA processes.
- Report on release readiness, product quality, and implementation risks to Product, Engineering, Delivery, and client-facing teams.
What we're looking for
- 5+ years of experience in software QA, including both product-level testing and customer-facing implementation or UAT activities.
- Strong hands-on experience with test automation, using tools such as Playwright, Cypress, Selenium, or similar.
- Solid experience with API testing using Postman, REST-assured, or comparable tools.
- Strong manual and exploratory testing skills, with the ability to create meaningful test scenarios from business and client requirements.
- Experience testing multi-tenant and role-based access systems, including data isolation and configuration-driven deployments.
- Ability to read and understand API and database schemas and work with engineers on root-cause analysis.
- Experience working with CI/CD pipelines and integrating automated tests into development and release processes.
- Comfortable working directly with external stakeholders during UAT and implementation validation.
- Strong understanding of software testing principles, defect lifecycle, regression strategy, and release readiness.
- Clear written and verbal communication skills, with the ability to adapt communication for both technical and client-facing audiences.
Nice to have
- Experience testing AI/LLM-powered products, including accuracy evaluation, hallucination checks, prompt regression, RAG quality, or AI output validation.
- Experience in customer support, contact center, or BPO technology, including call QA, workforce management, agent-assist, or support automation platforms.
- Familiarity with AWS-based environments and cloud-based application testing.
- Experience with observability, logging, tracing, or monitoring tools used for production troubleshooting.
- Exposure to testing in compliance-sensitive environments, such as SOC 2, HIPAA, or PCI-DSS.
- Experience testing integrations with platforms such as Zendesk, Freshdesk, Intercom, telephony systems, or other customer-support technologies.
Originally posted on Himalayas