• Owned delivery and quality strategy for Agent Copilot, an AI-powered agent assistance platform leveraging NLP for automated responses, contextual recommendations, and intelligent ticket triage to optimize customer support operations.

• Led delivery of AI translation improvements, expanding multilingual support to outbound communications and streamlining translation systems across all async ticket channels.

• Led delivery of advanced AI agent capabilities, enabling automated, multi-turn customer conversations and knowledge-driven response generation to improve support scalability and efficiency.

• Led testing and quality strategy for large-scale SaaS and billing platforms, ensuring reliability of distributed systems.

• Designed and implemented automated test frameworks integrated into CI/CD pipelines, improving deployment velocity and system stability.

• Collaborated with cross-functional teams (Finance, CRM, Data) to deliver complex, multi-system integrations.

• Built automated end-to-end test scenarios, improving system coverage and reducing manual effort.

• Partnered with engineering teams to identify system bottlenecks and improve performance.

• Played a key role in release management and SDLC execution, reducing delivery delays by 20%.

• Mentored team members and drove adoption of best practices in testing, automation, and quality engineering.

• Responsible for test Plan creation, execution, collecting results and setup review sessions with the down stream teams.

• Developed automated test suites and integrated them into CI/CD pipelines, improving deployment efficiency.

• Contributed to system reliability and scalability efforts through comprehensive test coverage.

• Collaborated with engineering teams to improve product quality across distributed services.

• Led test strategy from requirements to execution, ensuring high-quality releases.

• Designed and executed end-to-end and usability test scenarios.

• Analyzed results and provided actionable insights to engineering teams.

• Authored test documentation and drove cross-team test reviews.

• Tracked and prioritized defects, improving product quality and stability.

• Updated web pages to meet new requirements and handled customer support requests.

• Wrote test cases, performed manual testing, and reported bugs.

• Developed and updated validation scripts.

• Participated in peer reviews to improve test cases and processes.

• Documented test plans, scenarios, and cases aligned with business requirements.