Contact Center Quality Manager jobs in Massachusetts

We have an opening for a Head of Quality Engineering (QE) to lead a team that helps improve the quality, deliverability, and user experience of CTCT’s product offerings.  You will lead a highly collaborative QE team that is engaged with every phase of the software development life cycle.  You will own the QE strategy for the company and be responsible for implementing it throughout the engineering organization.

The Head of Quality Engineering will work closely with Product and Engineering stakeholders to deeply understand the business and technical requirements of what must be delivered.  You will participate in product ideation to help determine the best way to deliver value while upholding CTCT’s high standards in quality and maintainability. Your team will be responsible for determining the quality metrics to be incorporated into the “definition of done,” as well as measuring the technical performance of CTCT’s applications.

As a member technology leadership team, you will be responsible for the career guidance and development of the members of the Quality Engineering department. This includes staying abreast of industry developments, stimulating innovation, and prototyping new tools and quality initiatives with other engineering leaders.

*This is a hybrid role requiring time spent with the team in our Waltham, MA headquarters.

What you'll do:

• Create and design application and software testing processes
• Track software quality and drive improvements
• Build out automated testing processes
• Advise best practices and optimizations throughout testing and bug-fixing processes
• Collaborate with fellow software QA leads to develop test plans and new approaches for seeking out bugs and exploits in end-user-facing applications
• Establish and implement rigorous reporting and monitoring systems

Who you are:

• 20 years of experience leading and inspiring large teams, with demonstrated ability to work across a global matrix
• Ability to put strong communication, leadership and influencing skills to work
• Proven experience in a senior leadership role managing product portfolios across multiple geographies
• Develop and recommend innovative and cost-effective solutions
• Proven track record of managing cross-functional teams in a matrix organization
• Analytical approach to troubleshooting
• Experience with Playwright
• Experience with software release management
• Bachelor's degree is Computer Science or related field

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