QA Lead

LivePerson stands at the forefront of conversational AI and digital customer engagement, redefining how businesses interact with their customers. Its flagship innovation, the Conversational Cloud®, empowers AI-driven dialogues for some of the world's most renowned brands, enabling seamless connections across messaging, voice, and digital platforms.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.
• Proven experience conducting and guiding root cause analysis across frontend and backend defects, able to connect systemic quality risks to process and tooling improvements.
• Strong data instincts - able to design metrics frameworks and present a coherent quality story to non-technical stakeholders and senior leadership.
• Skilled at influencing and aligning cross-functional teams without direct authority.
• Collaborative leadership style that builds trust with engineers, product managers, and senior leaders alike.
• Some of the good-to-have qualifications
• ISTQB Advanced or Expert certification.
• Experience scaling QA practices across distributed or multi-timezone teams.
• Background in conversational AI, NLP platforms, or high-volume real-time systems.
• Experience with GitLab CI/CD practices.

Benefits: 

• Time away: Vacation, public holidays, and care days.
• Financial: Pension, deferred pension, and ESPP.
• Family: Parental leave.
• Development:  Generous tuition reimbursement and access to internal professional development resources.
• Additional: Exclusive perks and discounts.
• Food vouchers
• Health insurance
• #LI-Remote

Why you’ll love working here: 

At LivePerson, we take pride in being at the forefront of enterprise conversational AI. We truly celebrate the rich tapestry of diverse thoughts, experiences, and backgrounds that inspire our innovation. Here, your individuality isn't just welcomed — it’s cherished. You’ll embark on a journey of continuous growth, make a profound global impact, and be empowered to craft your own unique success story.

We are honoured to be recognised by Fast Company, Newsweek, and BuiltIn as one of the most innovative, people-centric, and remote-friendly workplaces. Join us and be part of something extraordinary!

Belonging at LivePerson:

At LivePerson, we take pride in being an equal-opportunity employer, devoted to cultivating a vibrant and inclusive environment where everyone feels valued and empowered. We wholeheartedly welcome all qualified applicants to join our team, regardless of age, ancestry, race, colour, gender identity or expression, marital status, medical condition, national origin, disability, protected veteran status, religion, sex (including pregnancy), sexual orientation, genetic information, or any other protected status.

We also embrace diversity by considering qualified applicants with criminal histories in line with applicable laws. 

If you need reasonable accommodations during the application or hiring process, we encourage you to reach out to your recruiting contact as early as possible. Your success matters to us, and we are here to support you every step of the way.

Why you’ll love working here:

As leaders in enterprise customer conversations, we celebrate diversity, empowering our team to forge impactful conversations globally. LivePerson is a place where uniqueness is embraced, growth is constant, and everyone is empowered to create their own success. And, we're very proud to have earned recognition from Fast Company, Newsweek, and BuiltIn for being a top innovative, beloved, and remote-friendly workplace. 

The talent acquisition team at LivePerson has recently been notified of a phishing scam targeting candidates applying for our open roles. Scammers have been posing as hiring managers and recruiters in an effort to access candidates' personal and financial information.  This phishing scam is not isolated to only LivePerson and has been documented in news articles and media outlets.Please note that any communication from our hiring teams at LivePerson regarding a job opportunity will only be made by a LivePerson employee with an @liveperson.com email address.

LivePerson does not ask for personal or financial information as part of our interview process, including but not limited to your social security number, online account passwords, credit card numbers, passport information and other related banking information. If you have any questions and or concerns, please feel free to contact recruiting-lp@liveperson.com