Conversational AI QA Engineering Lead Director

We're building a world of health around every individual - shaping a more connected, convenient and compassionate health experience. At CVS Health , you'll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger - helping to simplify health care one person, one family and one community at a time. Position Summary We are looking for an exceptionally skilled and driven Conversational AI QA Engineering Leader. The ideal candidate will have a robust background in building and guiding high-performing QA teams focused on conversational AI solutions. This role involves coaching and mentoring QA engineers to ensure the delivery of high-quality voice and chatbot products and services through rigorous testing and validation strategies. If you are passionate about quality assurance in conversational AI and have a proven track record of leading successful QA teams in a fast-paced environment, we would love to hear from you. Responsibilities include • Lead enterprise QA strategy for Conversational AI platforms, ensuring high-quality, scalable delivery of voice and chatbot solutions aligned with business objectives and customer experience goals. • Own end-to-end quality assurance execution across AI model validation, automation, and manual testing, driving consistent quality outcomes and timely release cycles. • Build, develop, and inspire high-performing QA teams, including QA engineers and test managers, fostering a culture of excellence, collaboration, and continuous improvement. • Establish and evolve QA frameworks, governance, and KPIs to ensure performance, compliance, risk management, and measurable ROI for conversational AI initiatives. • Champion modern QA practices and emerging technologies, including agile testing methodologies, automation frameworks, and AI-specific QA tools. • Partner closely with product, engineering, and leadership teams to identify quality risks, communicate insights and metrics, and proactively improve customer experience. Required Qualifications • 10+ years of experience in QA leadership roles, with at least 5 years focused on cloud-native environments (IBM & Azure highly preferred) testing conversational AI solutions, including voice and chatbots. • 10+ years of experience translating complex QA strategies into strategic business outcomes. • 10+ years of experience with QA automation and scripting using languages such as Java, Python, or Node.js. • 7+ years of experience as a QA lead for large-scale AI or digital transformation programs working in a high-performance Agile environment. • Strong understanding of conversational AI technologies (e.g., chatbots, voice assistants, LLMs, STT/TTS, NLU/NLP engines) and QA techniques for validating these technologies, including model testing, regression, and performance validation. Preferred Qualifications • Executive-level communication skills, capable of effectively articulating QA and strategic concepts to multiple stakeholders. • Experience with IBM WatsonX and its suite of AI tools and services. • Advanced degree (Master's or PhD) in Computer Science, Engineering, AI, or a related field. • Hands-on experience with Large Language Models (LLM) and their practical applications in conversational AI QA. • Familiarity with SAFE agile methodologies and experience in leading agile QA teams. • 7+ years of experience with API testing tools such as Postman, Swagger, or similar tools. Education • Bachelor's degree or equivalent experience (HS diploma + 4 years relevant QA experience) Pay Range The typical pay range for this role is: $144,200.00 - $288,400.00 This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above. This position also includes an award target in the company's equity award program. Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong. Great benefits for great people We take pride in our comprehensive and competitive mix of pay and benefits - investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include: • Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan. • No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching. • Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility. For more information, visit ;br> We anticipate the application window for this opening will close on: 02/28/2026 Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws. Apply tot his job Apply To this Job