QA Engineer Contact Center Applications

Role Summary
Owns quality assurance and release validation for a US-based clients 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

• 36 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 (36 years experience)
Reports To: Application Pod Lead (US-based client)