Job Description: Quality Engineer

Employment Type: Full-Time Location Type: Remote Salary: [Not Specified]

Position Overview

At Replicant, we are revolutionizing customer service with AI. Our platform empowers contact centers to resolve more requests, proactively identify issues, and enhance agent performance through AI-powered conversation intelligence and AI agents that emulate top-performing representatives. Our AI agents handle millions of calls monthly for Fortune 500 companies and innovative startups, assisting with tasks like payment processing, appointment booking, and user authentication 24/7. Simultaneously, our real-time conversation insights enable contact center leaders to coach effectively and improve every interaction.

We are at the forefront of transitioning from legacy systems to AI-first service, leveraging large language models (LLMs) and designed for enterprise scale, security, and empathy. If you are passionate about the potential of LLMs, voice AI, and building category-defining technology with a supportive and ambitious team, Replicant is the place for you.

We are seeking a Quality Engineer with robust automation and communication skills to efficiently test and establish quality checks for our customer-facing AI Agents. This role offers the opportunity to refine our processes, implement seamless communication between internal and external systems, explore Conversational UIs, and contribute to the growth of our team.

Responsibilities

• Solve complex challenges where established frameworks may not exist, contributing to solution development.
• Take ownership and collaborate to define and implement solutions.
• Work collaboratively with developers, product managers, and customers to ensure product excellence.
• Understand conversational designs and create acceptance criteria for developers.
• Act as an integrated member of a fully remote, cross-functional agile team.
• Identify, document, track, and help resolve issues by working closely with the development team throughout the product lifecycle.
• Triage and track customer defects using RocketLane.
• Participate in regular team meetings, provide support, and drive initiatives to enhance organizational quality.
• Track time and effort on ongoing tasks and provide regular updates.
• Potentially create automated tests for various services.
• Undertake testing outside the AI Agent development team when required.

What You’ll Bring

• Strong team player: Ability to work effectively within small, collaborative product teams to achieve rapid progress.
• Sense of ownership and customer empathy: Paramount importance placed on maintaining positive working relationships with internal teams and external customers.
• Open-minded and independent thinker: Proactive in owning and solving challenging and complex problems.
• Willingness to learn: Adaptable to new skills, technologies, and frameworks as needed.
• Interest in exploring the nuances and aesthetics of conversations.

Company Benefits & Perks

• 🏠 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 (e.g., CEO baking bread for the team).
• 🌺 5-week sabbatical eligibility after 4.5 years of employment.

Our Values

Replicant operates on three core values. New team members are expected to resonate with and be motivated by these principles, as each individual significantly impacts our culture.

• Blade Runners: We embrace ownership and pride in influencing our goals. We achieve success by leveraging the tools at our disposal. We champion open and honest communication and proactively drive outcomes.