QA Engineer - Contact Center Applications

QA Engineer - Contact Center Applications

Owns quality assurance and release validation for a US-based client's core enterprise platform, a broad QA role covering the full range of testing activities across the application: functional, regression, integration, system, security, and API testing. IVR/contact center testing is one part of the scope, not the primary focus, this role needs someone who can validate an entire enterprise platform end-to-end, not just voice/call-flow components. Contact center or CCaaS platform exposure is a plus, but general enterprise QA depth matters more than specific platform experience.

Key Responsibilities

• Develop and maintain end-to-end test plans covering the full application: UI, backend, APIs, integrations, and reporting

• Execute functional, regression, integration, and system testing across releases

• Test security/compliance configurations: access controls, data protection, audit logs

• Test API integrations under simulated load, response times, error handling, retry behavior

• Perform database/backend validation using SQL

• Own the release process, coordinate build, test, and deployment stages across the team

• Maintain release calendar, change management documentation, and pre-deployment validation checklists

• Own defect lifecycle from identification through production verification

• Maintain quality dashboards: test coverage, defect density, regression pass rates, release readiness

• Conduct post-deployment validation for production releases

• Where applicable, validate voice/IVR and omnichannel routing functionality as part of broader platform testing

• Required Qualifications

• 3–6 years of QA experience testing enterprise software platforms (web, API, backend/database)

• Strong hands-on experience with functional, regression, and integration testing

• Hands-on experience with API testing tools (Postman, SoapUI, or equivalent)

• Working knowledge of SQL for backend/database validation

• Proficiency in test case management and defect tracking tools (Jira, Azure DevOps, or equivalent)

• Strong analytical and documentation skills

• Preferred Qualifications

• Experience testing contact center or CCaaS platforms (Genesys, NICE, Five9, Cisco, or Amazon Connect) is a plus, but not required

• Experience in regulated or enterprise environments (healthcare, banking, telecom)

• ISTQB Foundation or Advanced certification

• Background in change management and release coordination (ITIL or equivalent)

• Location: India - Brick & Mortar Facility (Bengaluru, Hyderabad, or Pune)

• Engagement: Contract to Hire | 12-Month Initial Contract

• Level: Mid (3–6 years experience)

• Reports To: Application Pod Lead (US-based client)

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