Head of Quality Assurance

Head of Quality Assurance Netomi is transforming the landscape of enterprise customer experience with our cutting-edge agentic AI platform. We partner with leading global brands like Delta Airlines, MetLife, MGM, and United to create seamless automation throughout the customer journey. Our no-code platform facilitates swift deployment, cost efficiency, and easy management of AI agents customized for various customer experience needs. Backed by WndrCo, Y Combinator, and Index Ventures, we empower businesses to enhance efficiency, reduce costs, and improve the quality of customer interactions. We are excited to invite a dedicated Head of Quality Assurance (QA) to lead our quality efforts across all engineering and customer-facing teams, including Platform Engineering, Customer Success Engineering, Data Science, and AI Research. This essential role will define and drive a holistic quality vision for our AI-powered SaaS platform, ensuring that Netomi's solutions meet outstanding standards in functionality, performance, reliability, and security. The ideal candidate will establish a center of excellence in Quality Assurance, instilling QA principles in teams through functional, non-functional, performance, and security testing, alongside data validation and model accuracy assessments, all the while fostering a culture of continuous improvement and automation. Key Responsibilities: Define and implement the Quality Engineering vision and roadmap aligned with company goals.Build and guide a diverse QA team covering Platform QA, Data Quality, Automation, and Performance Engineering.Collaborate with engineering, product, and customer success leadership to embed quality throughout the software development lifecycle (SDLC).Establish key performance indicators (KPIs) and dashboards for transparency regarding release readiness, product stability, and operational health.Take ownership of the strategy for functional and regression testing across microservices, SDKs, APIs, and user interfaces.Aim for excellence in non-functional testing, addressing performance, scalability, reliability, failover, and compatibility.Lead security testing initiatives in partnership with DevSecOps and compliance teams to uphold standards such as ISO, SOC 2, and GDPR.Introduce AI-driven testing frameworks utilizing machine learning for proactive defect detection and monitoring of data drift.Work with the Data Science team to develop data quality pipelines for training and inference data.Establish testing standards for AI model accuracy, precision, bias, and drift monitoring.Ensure data-driven validation frameworks are integrated into MLOps and deployment processes.Oversee QA processes for custom deployments, integrations, and client-specific configurations.Create automation frameworks to validate end-to-end customer experience workflows and integrations (Genesys, Salesforce, Zendesk, etc.).Implement CI/CD-driven test automation for efficiency in deployment.Evaluate and adopt advanced QA tools for test management, performance benchmarking, and observability.Promote a shift-left testing culture that encourages early defect detection through techniques like static analysis and contract testing.Enhance collaboration between QA, DevOps, and Observability teams to improve quality metrics in production.Qualifications: 10+ years of experience in software quality engineering, including 3+ years in leadership roles within a SaaS or platform context.Proven expertise in AI/ML or data-centric quality assurance, especially in the validation of data pipelines and machine learning models.Comprehensive knowledge of microservices architecture, cloud environments (AWS/Azure), and CI/CD pipelines.Hands-on experience with automation frameworks (such as Selenium, Cypress, Playwright, TestNG, PyTest).Proficient in performance testing tools (like JMeter, Gatling, Locust) and security testing methodologies (including OWASP, Burp Suite, ZAP).Strong understanding of API and SDK testing across multiple platforms (web, mobile, voice).Exceptional communication, leadership, and stakeholder management skills, with the ability to influence cross-functionally.Experience in AI/ML testing, data validation, and model governance frameworks.Familiarity with observability tools (ELK, Grafana, Datadog, OpenTelemetry) for production monitoring.Knowledge of GenAI systems, prompt testing, and retrieval-augmented generation (RAG) validation.Exposure to B2B enterprise platforms and multi-tenant SaaS architectures.Understanding of secure SDLC and compliance frameworks (such as SOC 2, ISO 27001).Why Join Netomi? Work on the forefront of AI and customer experience innovation.Shape the quality strategy across our platform, AI initiatives, and customer success areas.Collaborate with outstanding engineers and data scientists in an energetic, growth-oriented culture.Receive competitive compensation, fast-track advancement opportunities, and global exposure.Netomi is an equal opportunity employer committed to promoting diversity in the workplace. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics.