Our Story
At Alight, we believe a company’s success starts with its people. Alight embraces values that come directly from our people – purposeful, human, united and growth-minded – reflecting our inclusive culture and promise that our clients expect. We are passionate about connecting purpose with impact. Alight empowers clients to build a healthier and more financially secure workforce by unifying the benefits ecosystem across health, wealth, wellbeing, navigation, and absence management.
Our Benefits
With a comprehensive total rewards package, Alight offers programs and plans that support your mind, body, wallet, and life. Benefits include health, dental and vision coverages starting Day One. Additionally, Alight colleagues enjoy wellbeing programs, retirement plans with contribution matching, generous time off, parental leave, continuing education, and career growth opportunities – all within a thriving global organization.
Flexible Working
So that you can be your best at work and home, we consider flexible working arrangements wherever possible. Alight has been a leader in the flexible workspace and “Top 100 Company for Remote Jobs” 6 years in a row.
Great Place to Work
Thanks to the work of every colleague, Alight has received multiple awards of recognition including “Great Place to Work” for the past 7 years and Fortune’s “Best Companies to Work For.” To learn more about our company culture and awards Click Here.
We invite you to join our team! Learn more at careers.alight.com.
(THE ROLE)
We are seeking a detail-oriented and experienced QA Analyst with expertise in Genesys NLP IVR, Conversational AI, Contact Center technologies, and software testing. The ideal candidate will have 4–6 years of hands-on experience in Customer Care Technology, Genesys Cloud, and IVR platforms. This role focuses on analyzing business requirements, validating conversational IVR solutions, performing functional and automated testing, and ensuring the delivery of high-quality customer experiences across voice and digital channels.
(RESPONSIBILITIES)
Analyze business requirements, user stories, and functional specifications.
Validate and test Genesys Cloud IVR and conversational AI solutions to ensure alignment with business requirements.
Perform functional, integration, regression, end-to-end, and user acceptance testing (UAT).
Design, develop, and execute manual and automated test cases for IVR and contact center applications.
Utilize Cyara and other testing tools to automate IVR testing and customer journey validation.
Review and validate conversational AI components including intents, utterances, entities, and dialog flows.
Collaborate with developers, architects, and business stakeholders to ensure quality throughout the software development lifecycle.
Validate integrations with CRM systems, APIs, backend services, and third-party platforms.
Perform root cause analysis for defects and production issues and recommend corrective actions.
Support production validation, release testing, and ongoing quality assurance initiatives.
Ensure delivered solutions provide a seamless and effective customer experience across voice and digital channels.
(REQUIREMENTS)
4–6 years of experience in QA Analysis, or a similar role within Contact Center or Customer Care Technology environments.
Hands-on experience with Genesys NLP IVR, or any other Conversational AI solutions.
Strong understanding of IVR technologies, call flows, speech recognition, and customer interaction management.
Experience with Cyara automated testing or comparable IVR testing platforms.
Knowledge of conversational AI concepts, including intents, utterances, entities, slot filling, and dialogue management.
Strong expertise in manual and automated software testing methodologies.
Understanding of APIs, web services, and system integration testing.
Strong analytical, troubleshooting, and problem-solving abilities.
Excellent communication and stakeholder management skills.
Bachelor's degree in Computer Science, Information Technology, Engineering, Business, or a related field.
Experience with Contact Center technologies and Customer Experience (CX) platforms will be an added advantage.
Application and Interview
By applying for a position with Alight, you understand that, should you be made an offer, it will be contingent on your undergoing and successfully completing a background check consistent with Alight’s employment policies. Background checks may include some or all the following based on the nature of the position: SSN/SIN validation, education verification, employment verification, and criminal check, search against global sanctions and government watch lists, credit check, and/or drug test. You will be notified during the hiring process which checks are required by the position.
Alight requires all virtual interviews to be conducted on video. Please be aware that Alight is a camera-on culture and may require occasional travel to one of our physical office locations.
Our commitment to Inclusion
We celebrate differences and believe in fostering an environment where everyone feels valued, respected, and supported. We know that diverse teams are stronger, more innovative, and more successful.
At Alight, we welcome and embrace all individuals, regardless of their background, and are dedicated to creating a culture that enables every employee to thrive. Join us in building a brighter, more inclusive future.
As part of this commitment, Alight will ensure that persons with disabilities are provided reasonable accommodations for the hiring process. If reasonable accommodation is needed, please contact [email protected].
Equal Opportunity Policy Statement
Alight is an Equal Employment Opportunity employer and does not discriminate against anyone based on sex, race, color, religion, creed, national origin, ancestry, age, physical or mental disability, medical condition, pregnancy, marital or domestic partner status, citizenship, military or veteran status, sexual orientation, gender, gender identity or expression, genetic information, or any other legally protected characteristics or conduct covered by federal, state, or local law. In addition, we take affirmative action to employ disabled persons, disabled veterans, and other covered veterans.
Alight provides reasonable accommodations to the known limitations of otherwise qualified employees and applicants for employment with disabilities and sincerely held religious beliefs, practices and observances, unless doing so would result in undue hardship. Applicants for employment may request reasonable accommodations/modifications by contacting their recruiter.
Authorization to work in the Employing Country
Applicants for employment in the country in which they are applying (Employing Country) must have work authorization that does not, now or in the future, require sponsorship of a visa for employment authorization in the Employing Country and with Alight.
Note, this job description does not restrict management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Alight business units.
We offer you a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.
DISCLAIMER:
Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Alight business units.
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