QA Lead

LivePerson stands at the forefront of conversational AI and digital customer engagement, redefining how businesses interact with their customers. Every month, LivePerson orchestrates nearly a billion conversational interactions, amassing one of the industry's largest conversational datasets. This remarkable scale enhances the precision, personalisation, and automation of its AI models, elevating the standards of customer engagement.

In 2025, LivePerson experienced unprecedented growth in the AI landscape, earning accolades as a Leader in multiple G2 Grid® reports, including AI Agents, Agentic AI, Chatbots, and Customer Service Automation. This pivotal year also marked the company's first inclusion in the prestigious Gartner Magic Quadrant™ for Conversational AI Platforms, solidifying its reputation as a trusted enterprise AI provider. As the landscape of generative AI evolves and new capabilities in LLM integration and autonomous agents emerge, LivePerson remains committed to innovation.

The company continually pioneers advancements in intelligent automation, agent-assist tools, predictive insights, and scalable enterprise AI deployments, ensuring it stays at the cutting edge of customer engagement solutions. You will: Lead, hire, and develop a team of QA Engineers (II and III) running regular 1:1s, structured career development conversations, and performance reviews. Actively participate in ongoing releases as the senior quality owner - tracking progress, unblocking the team, and holding accountability for the overall delivery of QA commitments across all active workstreams.

Own the QA strategy across all assigned product areas and development teams, ensuring test coverage standards and release governance processes align with engineering and business objectives. Oversee the QA release process across different development teams - ensuring all releases follow the Central QA process, quality gates are enforced, and sign-off conditions are consistently met before production deployment. Serve as the escalation point for complex defects, release-blocking quality risks, cross-team process conflicts, and resourcing concerns - and ensure the right stakeholders are engaged at the right time.

Drive the automation roadmap: set coverage targets, evaluate frameworks, and ensure CI/CD integration steadily reduces manual regression effort. Attend and contribute to roadmap discussions, release planning, and retrospectives as a required participant. Build a culture of shift-left testing - embedding quality thinking into design, planning, and code review across all teams, not just the test phase.

Coordinate QA planning across squads for major releases and platform migration. Research and evaluate emerging QA tools and practices; make grounded build-vs-buy recommendations based on team capacity, product risk profile, and long-term quality goals. Own the QA process documentation - reviewing quarterly and communicating updates to all engineering teams.

You have: Ten or more years in QA, including at least two to three years in a lead or senior QA role with direct people-management responsibility. Demonstrated ability to stay hands-on in active releases - tracking delivery commitments, removing blockers, and holding the team accountable to quality outcomes without micromanaging. Deep understanding of release governance - experienced in overseeing go/no-go decisions, enforcing sign-off conditions, and managing quality risk across multiple concurrent releases.

Strong technical grounding in manual testing, API and backend testing, and automation, credible enough to review the work of QA Engineers and provide substantive feedback.