Software Quality Analyst II

Section

Details

Job Title

Software Quality Analyst II

Job Type

Contract

Client Location

Plano, TX(Onsite)

Work Arrangement

Onsite

Duration

Long Term

Pay Rate / Salary

Negotiable

Job Summary

We are seeking an experienced Software Quality Analyst II to support  Product Development organization. The candidate will be responsible for test planning, manual and automated testing, defect analysis, quality metrics, and release readiness.

The role focuses on the migration of the Google CES Voice platform using Dialogflow CX, validating conversational voice agents and call flows across billing, payments, appointments, and outage scenarios.

The candidate must have strong experience in Contact Center technologies and conversational AI testing, along with professional Spanish-language skills to validate bilingual call flows, Natural Language Understanding (NLU), and intent matching.

Key Responsibilities

·  Develop and maintain test plans, test cases, test scenarios, and quality acceptance criteria.

·  Perform functional, regression, UAT/BUAT, and conversational AI testing.

·  Validate Google CES, CCAI, Dialogflow CX, and related voice-agent workflows.

·  Execute Spanish-language and bilingual testing for call flows, NLU, and intent recognition.

·  Test billing, payment, appointment scheduling, and outage-related customer interactions.

·  Identify, document, track, and troubleshoot defects using Jira.

·  Maintain test documentation and call-flow diagrams using Confluence and Lucid.

·  Analyze defect trends, root causes, test coverage, and quality metrics.

·  Coordinate with engineering, product, and business teams during defect triage.

·  Support release validation and ensure acceptance criteria are met.

·  Contribute to test automation using Python, JavaScript, or TypeScript.

·  Recommend improvements to QA processes, test coverage, and reporting.

Required Qualifications

·  5+ years of experience in software quality assurance, software testing, or quality analysis.

·  Professional Spanish fluency is mandatory.

·  Strong Contact Center, IVR, conversational AI, or voice-agent testing experience.

·  Experience with Google CES, Google CCAI, Dialogflow CX, or related Google conversational AI technologies.

·  Knowledge of functional testing, regression testing, UAT, defect management, and test planning.

·  Hands-on experience with Jira and Confluence; familiarity with Lucid for call-flow documentation.

·  Strong analytical, communication, and documentation skills.

·  Ability to work independently and coordinate with cross-functional teams.