Pradeep Kumar

Senior QA Engineer with 6+ years of experience in Software Testing, Quality Assurance, and Professional Services delivery across ServiceNow, Contact Center (CCaaS), SaaS, and enterprise applications. Track record of validating 25+ enterprise implementations for global clients — including PepsiCo, Cleveland Clinic, Hyatt, Wynn Resorts, Swiss Federal Railways (SBB), and Smith & Nephew — across Healthcare, Government, Hospitality, Retail, and Transportation. Hands-on expertise in Functional, Regression, Integration, API, Database, and UAT testing; REST API validation with Postman; SQL/NoSQL backend verification; and Voice AI / Conversational AI testing (GPT, Gemini) covering intent, guardrail, and hallucination validation.

Skilled at converting business requirements into test strategy, partnering with cross-functional and customer stakeholders, and driving production-ready releases through full SDLC/STLC and Agile delivery cycles.

Professional Services Engineer – QA & Configurations at 3CLogic (2024-02 – Present)

Enterprise ServiceNow & Contact Center (CCaaS) solutions for global customers. Team Size: 20. Env: QA, Dev, Prod. Own end-to-end QA and solution validation for enterprise ServiceNow + CCaaS implementations, partnering with Product, Engineering, and Customer Success through every Go-Live.

• Translate Statements of Work, business requirements, and IVR designs into test strategies, test plans, and acceptance criteria; lead UAT, smoke, regression, integration, and end-to-end testing across QA, Dev, and Production.
• Validate complex contact center workflows — inbound/outbound calling, IVR routing, skill-based and business-hours routing, queue management, callback, transfer, escalation, and failover scenarios.
• Test ServiceNow modules (Incident, Case, Interaction, Request Management, Service Catalog, Knowledge Base) including forms, business rules, ACLs, UI policies, and reference qualifiers.
• Execute REST, Generic, and Scripted API testing in Postman, validating CRUD operations, OAuth authentication, payloads, status codes, and ServiceNow integration accuracy.
• Configure and validate Voice AI / Conversational AI agents built on GPT and Gemini — testing intents, entities, prompts, guardrails, fallback handling, hallucinations, and escalation paths.
• Perform SQL/NoSQL data validation across ServiceNow and integrated platforms to confirm synchronization accuracy and data integrity.
• Manage the full defect lifecycle in JIRA; author test plans, traceability matrices, defect and release-validation reports, and Confluence documentation.
• Delivered and validated 25+ enterprise implementations for clients including SBB Swiss Federal Railways, PepsiCo, Cleveland Clinic, Hyatt, Wynn Resorts, Smith & Nephew, Fortegra, and multiple government agencies across North America, Europe, and APAC.

Senior Application Support Engineer – Manual QA & Product Support at ThinkSys Inc. (2020-01 – 2024-01)

Client engagements: Gefen Technologies (Israel), ResMan (USA), Smilebox / Perion (Israel). Delivered manual QA and L2 product support across web and native mobile applications for international clients spanning SaaS, real estate, and digital media.

• Authored test cases and executed Functional, Regression, GUI, Smoke, Sanity, Usability, Database, BI, and ETL testing across Production, UAT, and QA environments.
• Validated REST APIs and automated repetitive regression checks with Selenium WebDriver through Jenkins CI/CD pipelines.
• Performed SQL (PostgreSQL, MySQL) and NoSQL (MongoDB) data validation, root-cause analysis, and troubleshooting for backend and reporting issues.
• Monitored application stability with Crashlytics and Roll-Bar, triaging and tracking production errors to resolution.
• Managed defects end-to-end in JIRA, validated user stories/defects/subtasks against active sprints, and authored release notes and Knowledge Base articles in Confluence.
• Led knowledge-transfer sessions for new team members and took on informal team-lead responsibilities, coordinating testing activities across QA, Development, and Project Management.
• Gefen Technologies (Feb 2020 – Jan 2024): BI dashboard validation, API/database testing, and release validation for enterprise web and mobile applications.
• ResMan, USA (Apr 2023 – Jul 2023): UI/UX and configuration testing for theme upgrades, CSS3/HTML5 implementation, and Google Tag Manager/Analytics validation.
• Smilebox / Perion, Israel (Jan – Mar 2020): Functional, usability, and UI testing with full JIRA-based defect lifecycle management.

Bachelor of Technology in Electronics and Communication Engineering – Galgotias University (2012 – 2016)