QA & Customer Delivery Manager

About Eshal: Eshal is an AI concierge and workflow automation platform built for regulated mid-market and enterprise customers across financial services, government, maritime, and telecommunications. Headquartered at DIFC Dubai, we serve clients across the Gulf, APAC, and Southeast Asia, delivering multilingual AI solutions in 45+ languages. Role Overview: We are looking for an QA & Customer Delivery Manager, to take end-to-end ownership of customer accounts from platform onboarding through successful go-live. This is a hybrid role that bridges account management and quality assurance — the ideal candidate is both commercially minded and technically rigorous, comfortable coordinating with customers as well as engineering and product teams. Key Responsibilities: Platform Testing & QA • Execute functional and regression testing across customer-specific platform configurations — agents, workflows, connectors, and language settings • Validate multilingual behaviour, tool invocations, and AI pipeline outputs against customer-defined acceptance criteria • Log, triage, and track defects with clear reproduction steps and severity classifications • Ensure UI quality and accessibility standards across customer-facing surfaces • Own the delivery checklist for each customer — from environment provisioning through UAT sign-off • Plan and coordinate UAT sessions with customer stakeholders; gather feedback and drive resolution before go-live • Produce delivery sign-off documentation, release notes, and post-launch handover packs • Track and report on delivery milestones, escalating risks proactively • Serve as the primary point of contact for assigned accounts during onboarding and delivery phases • Maintain account health visibility — tracking configuration completeness, open actions, and blockers • Coordinate across product, engineering, and support to resolve issues impacting customer timelines • Build strong relationships with customer stakeholders and champion their needs internally What We're Looking For: • QA engineer with experience in automation and manual testing • Strong understanding of software QA processes - test case design, defect lifecycle, UAT coordination • Excellent communication skills with the ability to manage expectations across technical and non-technical stakeholders • Highly organised and process-driven, with a track record of managing multiple accounts simultaneously • Experience working with Jira or similar project/defect tracking tools • Comfort operating in a fast-paced, cross-functional environment with evolving products • Prior exposure to AI, automation, or enterprise SaaS platforms is a strong advantage • Multilingual capability is a plus, given our global customer base What You'll Work On: You will work across Eshal's deployment pipeline — from initial customer onboarding and configuration validation through structured UAT and live delivery. You will be the connective tissue between our customers and the Eshal platform, ensuring every deployment meets quality standards and customer expectations before it goes live. Location & Work Model: • Remote working / India How to Apply: Please share your CV and a brief note on your background to: contact@eshal.ai Additionally, kindly complete our application form here: https://forms.gle/8WPekchBrxXPArpV7 We review applications on a rolling basis and will be in touch with shortlisted candidates promptly.