Quality Engineer, Call Intelligence - Contract

Replicant was founded on the belief that machines are ready to have useful, complex conversations that will transform the way they interact with the world, starting with customer service.

As the leader in Contact Center Automation, Replicant helps companies automate their most common customer service calls while empowering agents to focus on more complex and nuanced customer challenges. Replicant's AI platform allows consumers to engage in natural conversations across voice, messaging and other digital channels to resolve their customer support issues, without the wait, 24/7. We are now leading the way in using Large Language Models (LLMs) to transform customer service- again. 

If you're excited by AI, ChatGPT, LLMs and want to make an impact with other great technologists and strong go-to-market leaders, then look no further. We've grown our team by 3x, increased revenue by 4x, and were named a top enterprise AI company by The Information. We currently serve Fortune 500 customers, run millions of AI calls per month in production, and are increasing our footprint globally.

We’re looking for a Quality Engineer with strong testing, automation, and communication skills to efficiently test and build quality checks for our Conversation Intelligence product. You will have the opportunity to improve our processes where necessary, explore products and features built with modern tooling, and help level up our growing team.

What You’ll Do

• Solve interesting challenges as not all of the problems we encounter have frameworks or well-defined solutions

• Ownership; we know that we don’t know everything and want your help to be part of the solutions

• Review and improve datasets for LLM models and prompts

• Work collaboratively with developers, product managers, and customers to ensure our products are the best they can be

• Work as an integrated member of a fully remote, cross-functional agile team

• Manually review recorded calls to identify issues and make suggestions for improvement in our analysis pipelines

• Create test cases and manually test tickets as part of the agile team

• Create bug tickets within JIRA and retest fixes

• Participate in regular team meetings and offer support where needed.

What You'll Bring

• Experience with QA for customer support call centers or contact centers

• Experience completing acceptance testing

• Experience writing test cases

• Experience testing REST APIs

• Strong team player - we work in small product teams that work very closely together and are constantly collaborating in order to move as fast as possible

• A strong sense of ownership and customer empathy — we work very closely with our internal teams and external customers. Maintaining positive working relationships with them is paramount to the success of our business

• Excellent communication skills and a vivid imagination

• Open Minded and independent thinker who likes to own and solve challenging and complex problems

• Willingness to learn new skills, technologies, and frameworks as needed

• Proficiency with code versioning systems such as GitHub or GitLab is a plus

• Experience with cloud hosting providers such as AWS and GCP is a plus

• Experience with Automation Testing frameworks is a plus

For all full-time employees, we offer:

🏠  Remote working environment that respects time zone differences

💸  Highly competitive salaries, equity, and for US Employees, a 401(k) plan

🏥  Top of the line healthcare (medical, vision, and dental)

🏋️  Health and Wellness Perk

🖥️ Equipment Stipend

🌴  Flexible vacation policy

✈️  Amazing team trips & offsites where you can find our CEO baking bread for the team

🌺 Replicants are eligible for a 5-week sabbatical after being at the company for 4.5 years

Our Values

Replicant has three core values. It is critical that everyone who joins the team feels excited and moved by these values as every new team member makes an impact on our culture.

Blade Runners: We take ownership and pride to influence the outcomes of our goals. We are successful, and like a Blade Runner, use the tools at our disposal to reach our objectives. We value open and honest communication and proactively seek feedback along the way. We are a company driven to grow and achieve both individually and as a team.

Bread Makers: We are humble and strive toward an egalitarian culture. No task is too big or too small. We work together to achieve our goals and develop our company mission. We believe that the whole is greater than the sum of its parts in everything that we do.

Självdistans (Self-Distance): Självdistans is Swedish for self-distance. It's the ability to critically reflect on oneself and one's relations from an external perspective. With this in mind, we act with objectivity and always remember that we are not our work. There's no perfect science to growing a team or business, but we trust everyone at Replicant to point out our blind spots and humbly admit their own.

Replicant is proud to be an equal opportunity employer. We are committed to fostering an inclusive, diverse and equitable workplace that is built on trust, support and respect. We welcome all individuals and do not discriminate on the basis of gender identity and expression, race, ethnicity, disability, sexual orientation, colour, religion, creed, gender, national origin, age, marital status, pregnancy, sex, citizenship, education, languages spoken or veteran status. Accommodation is available upon request at any point during our recruitment process. If you require an accommodation, please speak to your talent acquisition partner or email us at hr@replicant.ai and we’ll work to meet your needs.