John Castaldo
@johncastaldo
Senior Software Quality Engineer at UPS’s global contact-center platforms: Avaya IVR, Salesforce CRM, CTI, and Nuance and IBM watsonx digital & voice
United StatesWhat I'm looking for
At UPS, I own end-to-end QA for enterprise customer-contact platforms, including Avaya IVR, Salesforce CRM, CTI, and digital and voice assistants. I take releases from test strategy through production sign-off.
I implemented Cyara IVR test automation, expanding regression coverage by 20% and reducing manual execution effort. I also helped cut recurring defects by 30% by reproducing difficult issues, writing actionable defect reports, and verifying fixes.
I test conversational flows, customer intents, and handoffs to live agents across Nuance/Microsoft and IBM watsonx Orchestrate assistants. I also validate REST APIs with Postman to help isolate defects across connected applications.
I lead UAT planning and execution, support customer-facing deployments across countries and languages, and have mentored and cross-trained QA engineers and product owners. I'm seeking a senior QA or QA lead role in contact center, CCaaS, or conversational AI quality.
Experience
Work history, roles, and key accomplishments
QA lead for UPS's enterprise customer-contact platforms, spanning Avaya IVR, Salesforce CRM, CTI, and AI-driven digital and voice assistants. Owned end-to-end QA for 24+ releases per year, implemented Cyara automation expanding regression coverage by 20%, and cut recurring defects by 30%.
External Customer Technician Support
Provided external customer technical support.
Senior Campus Support Technician
Provided technical support across campus systems and users.
Senior Technician Support Analyst
Delivered Tier 2/3 support across multiple sites and systems; migrated 1,000+ workstations to Active Directory with zero downtime; supported a 400+ user campus and trained 50+ staff.
Education
Degrees, certifications, and relevant coursework
Computer Learning Center
Certificate, Microcomputer Business Systems
Completed a program in Microcomputer Business Systems.
William Paterson University
Coursework, Business Administration
Completed coursework in Business Administration.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Salary expectations
Social media
Job categories
Interested in hiring John?
You can contact John and 90k+ other talented remote workers on Himalayas.
Message JohnGet matched with your dream remote job
Sign up now and join over 250,000+ remote workers who receive personalized job alerts, curated job matches, and more for free!
