QA Specialist, AI – Customer Support, Automation

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November 21

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Granicus

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Government • SaaS • Compliance

Granicus is a company focused on transforming the way governments interact with their constituents through digital services and technology solutions. It provides the Government Experience Cloud to improve service delivery, community engagement, and operational efficiency across local, state, and federal governments. Granicus offers tools for agenda and meeting management, digital communication and engagement, public records management, and more, all designed to enhance customer experience and foster transparent and equitable interactions between governments and the people they serve.

501 - 1000 employees

Founded 1999

🏛️ Government

☁️ SaaS

📋 Compliance

📋 Description

• Review and validate AI-generated responses, knowledge articles, and case resolutions for accuracy, tone, and contextual relevance. • Identify and document edge cases, hallucinations, or gaps in AI-generated content. • Collaborate with AI trainers and product teams to improve model performance and training data quality. • Test and validate automated workflows across Salesforce Service Cloud, Jira, and Wrike. • Ensure that case routing, escalation, and resolution automations function as intended and align with business rules. • Support regression testing and release validation for new AI/automation features. • Analyze CSAT, NPS, and case resolution data to identify trends and quality issues. • Provide actionable feedback to improve customer-facing content and support workflows. • Participate in root cause analysis for customer dissatisfaction or automation failures. • Maintain test cases, QA documentation, and feedback logs using tools like Confluence, or Notion. • Use Jira to track bugs, enhancements, and QA cycles. • Contribute to the development of QA dashboards and reporting tools.

🎯 Requirements

• 3–5 years of experience in QA, content quality, or customer support QA roles. • Strong understanding of Salesforce Service Cloud and case management workflows. • Familiarity with AI/NLP platforms or RPA (e.g., Forethought, OpenAI, UiPath). • Experience with QA tools (e.g., Jira) and test case management. • Excellent attention to detail, communication, and analytical skills. • Understanding of customer and technical support metrics and health scoring. • Exposure to support automation platforms and chatbot QA. • Ability to work cross-functionally with AI, program management, and support teams.

🏖️ Benefits

• Paid Time Off– Take the time you need to rest, recharge, and live your life. • Company-Wide Wellbeing Days – Paid days off to unplug and focus on your mental health. • Work From Home Reimbursement – Support a productive home office environment. • Private healthcare benefits - Comprehensive coverage for you and your family. • On-Demand Mental Health Support – Access to Headspace and other wellness tools. • Fitness Reimbursement & Cycle Program – Stay active, your way. • Critical Illness and Life Insurance Benefits • Paid Parental Leave - For both birthing and non-birthing parents. • Pension plan with employer contributions. • Online Learning Platforms – Fuel your professional development. • Competitive Salary & Bonuses – Your contributions are valued and rewarded.