• Ensure the quality and performance of software products through meticulous testing and validation processes. • Collaborate closely with developers and product stakeholders to deliver high-quality software solutions that meet user expectations and business requirements.

• Establish and lead QA practices for a new AI-first SaaS platform • Design and execute test strategies across UI, API, and integrations • Build and maintain test case management and reporting systems • Collaborate closely with founders, engineering, and product to embed QA across development • Own bug reporting, triage, and release validation • Lay the foundation for future automated testing and CI/CD integration • Champion user empathy and customer feedback to drive product reliability

• Lead the QA Team and serve as the main representative, including but not limited to: Support the priorities and strategic objectives of the organization by ensuring software quality aligns with business and customer needs • Foster a collaborative, accountable, and quality-focused team culture • Line manage members of the QA team, including monitoring performance and developing individual capability • Provide coaching, mentorship, and technical guidance to QA team members • Perform administrative leadership tasks such as managing workloads, coordinating PTO, and contributing to performance reviews • Ensure the QA team is equipped with appropriate tools and services by researching options, evaluating fit against team needs, and advocating for adoption in collaboration with PMO and Engineering leadership • Serve as a professional representative and subject matter expert advocate for the QA team in cross-departmental meetings with Engineering, Product, and the PMO • Oversee and maintain the relationship with external/offshore QA teams, including coordination of priorities, performance alignment, and ensure consistent quality standards across both onshore and offshore teams • Team Governance, including but not limited to: Track QA projects and testing tasks against team capacity and set priorities appropriately in conjunction with other teams • Set quality standards, testing expectations, and QA delivery KPIs • Track team performance and quality metrics; identifying and driving improvement areas as needed • Improve QA workflows, processes, and supporting documentation to enable the team to work more effectively and efficiently • Ensure consistent adherence to QA SOPs, testing standards, and documentation practices • In collaboration with Associate Director, Operations (PMO, QA) Help define opportunities for the QA team to contribute earlier and more effectively across the software development lifecycle • Advocate for QA considerations and standards in planning, estimation, and delivery discussions • Continuously evolve QA practices, tooling, and test coverage to support company goals and product growth • In accordance with being a player-coach role, the QA Team Lead will also be directly involved in executing QA work, including responsibility for tasks such as: Create, review, and execute detailed test plans and test cases • Review PRDs, mock-ups, and acceptance criteria to identify testable scenarios and edge cases. • Perform manual, regression, and exploratory testing across software releases • Design, implement, and maintain automated test frameworks and regression suites (e.g., Selenium, Playwright) to ensure reliable and scalable test coverage • Identify, document, and track defects, including clear reproduction steps and impact assessment • Follow defects through to resolution, including validation and re-testing of fixes • Conduct risk-based testing to ensure coverage of critical functionality and edge cases • Utilize testing and debugging tools such as Chrome DevTools, Postman, performance profilers, and related tooling • Collaborate closely with Engineering, Product, and the PMO to clarify requirements and validate deliverables • Stay current on QA best practices, tools, and methodologies relevant to modern software development.

• Strong background in Salesforce QA Automation projects, including web, API, voice, and chat-based applications • Hands-on experience in automation tools such as Playwright (with AI SDK), REST Assured, JMeter/K6, JUnit/TestNG (preferred), and working knowledge of Provar, Selenium WebDriver, Java, Python, Selenium Grid, Cucumber, Maven, and CI/CD pipeline integrations • Experience in leading or independently managing the complete QA lifecycle including Test Plan creation, Test Scenario design, Test Case/Script development, execution, and defect lifecycle management • Estimate, prioritize, plan, and coordinate testing activities across Agile, Waterfall, or Hybrid SDLC/STLC models • Ability to design and build automation frameworks from scratch, with strong expertise in automation architecture, reusable components, and regression suite development • Successfully delivered at least one Salesforce QA Automation implementation, including in-sprint automation and regression coverage • Experience in managing both Manual and Automation testing activities and identifying reusable test assets • Strong understanding of Salesforce solution design, architecture fundamentals, and business requirements validation • Experience or knowledge of Salesforce Agentforce Agents (Voice/Chat/Email/Slack/SMS) and testing of Agentic & Generative AI applications is a plus • Salesforce Agentforce Specialist Certification and Agentforce Legend rank; Salesforce Administrator certification is a big plus • Experience testing Salesforce Service Cloud Voice (SCV), MIAW, Live Agent, AWS Connect, AWS Voice & Chat Agents, and IVR telephony systems is preferred • Ability to leverage Generative and Agentic AI tools for QA optimization including test data generation, test case generation, status reporting, and other QA artifacts • Write and execute test cases based on requirements, maintain requirement traceability using tools such as Zephyr/TestRail/X-Ray, and log/manage defects in Jira • Support and coordinate System Integration Testing (SIT) and User Acceptance Testing (UAT), actively participate in defect triage, and guide customers through the UAT process