Senior Quality Assurance - Conversational Experiences Department (CXD)

Job Description:

Business Overview

The vision of the Conversational Experiences Department (CXD) is to change the world’s view of what is possible with AI by creating incredible experiences that ‘just work’. We propose, design, and build AI experiences that bring joy and value to Rakuten businesses, and our mission is to bring these experiences to the world. We build Conversational AI products such as chatbots, voice assistants, and semantic search. We have been employing Large Language Model (LLM) technology for several years, and are on the cutting edge of Japanese language solutions. Our mission is to actualize 'shopping is entertainment' and maximize the value of Rakuten ecosystem through the delivery of super personal assistants.

Department Overview

You’ll join a 60-person AI for Customer Service team: engineers, TPMs, data analysts, dialogue designers: responsible for modernizing legacy contact-center tooling and workloads into an agentic Generative AI stack codenamed Raptor. We already power Rakuten Mobile’s pre-sale onboarding and support (“RMAA”) and are building the pipeline for of customer service and engagement experience. Now, we’re moving from a successful V1 into the scale-up phase: expanding to all 70 BUs and leveraging AI to multiply Rakuten’s core capabilities in e-commerce, finance, logistics, digital content, and beyond.

Position:

Why We Hire

Quality Assurance Team ensures the quality of our AI Solution being provided to 70 BUs. This is a Lead position, who can demonstrate and Lead the team of QA Members. Understand the AI Solutions, ensure execution of Test Plan. 

Position Details

- Enterprise Expansion: Reach every Rakuten business unit, transforming service operations with AI at scale.
- Capability Multipliers: Embed AI across Rakuten’s core functions - shopping personalization, fintech underwriting, logistics orchestration, content discovery, and more.
- Externalization: Package Raptor as a standalone CCaaS and AI-platform offering, driving revenue beyond Rakuten.
- Portfolio Leadership: Potential to shape Rakuten’s entire AI roadmap - uniting Raptor, RMAA, and other core AI products under a cohesive strategy.

Mandatory Qualifications:

- Develop and maintain robust, scalable test automation frameworks from scratch.

- Create, maintain, and execute automated test cases using Python, Selenium, and Playwright.

- Collaborate with developers, product managers, and DevOps to ensure quality is integrated into the CI/CD lifecycle.

- Define and implement QA best practices, processes, and metrics across projects.

- Analyze test results, identify bugs, and drive continuous improvement in product quality.

- Participate in code reviews, test planning, and estimation activities.

- Drive automation strategy and advocate for testability in design and implementation.

- 5-7 years of experience in software testing with a strong understanding of QA methodologies and testing life cycles.

- Solid hands-on experience in automation testing, including framework creation and enhancement.

- Proficient in Python programming and automation toolsets including Selenium and Playwright.

- Experience working with CI/CD tools such as Jenkins, GitLab CI, or GitHub Actions.

- Strong analytical, debugging, and problem-solving skills.

- Excellent communication and documentation abilities.

- Fluent English & Japanese language skills required.

Desired Qualifications:

- Exposure to Large Language Models (LLMs) and understanding of AI/ML testing use cases.

- Familiarity with AI-assisted development tools such as GitHub Copilot and Cursor.AI.

- Experience with performance testing tools and/or security testing tools is a plus.

- Knowledge of containerization (Docker) and cloud-based environments (AWS, Azure or GCP).

Other Information:

Additional information on Location

Rakuten Crimson House (Head office)

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Languages:

English (Overall - 4 - Fluent), Japanese (Overall - 4 - Fluent)