CCaaS Quality Engineering (QE) Lead

Position Description:

This role is hybrid and requires you to be at our clients (Toronto Downtown) and/or downtown Toronto office at a minimum 2 days per week

Your future duties and responsibilities:

We are seeking a highly skilled Quality Engineering (QE) Lead to drive the quality strategy governance and automation for a Contact Center as a Service (CCaaS) transformation program. The ideal candidate will combine strong technical testing expertise with a deep understanding of CCaaS platforms (such as Amazon Connect Genesys Cloud Five9 NICE CXone or Avaya Cloud) cloud integration and customer experience transformation.
This role requires close collaboration with business development and operations teams to ensure end-to-end quality resilience and performance of contact center solutions during and after migration.

Key Responsibilities
Quality Strategy & Leadership
Define and implement the QE strategy and roadmap for the CCaaS transformation program.
Establish quality governance metrics and release readiness criteria across multiple workstreams.
Drive shift-left practices and integrate continuous testing in CI/CD pipelines.
Manage and mentor QE team members across functional automation and performance testing.
Test Planning & Execution
Develop and manage end-to-end test plans covering contact routing IVR CRM AI/ML bots analytics and omnichannel journeys (voice chat email SMS social).
Ensure comprehensive functional regression UAT and non-functional coverage including failover resiliency and network performance.
Oversee test data environment strategy and cross-system validation involving CRM WFM WFO and ticketing tools.
Automation & Tools
Design and implement test automation frameworks for voice and digital channels.
Utilize API IVR and UI automation tools (e.g. Selenium Postman Cyara Genesys Test Automation or custom frameworks).
Integrate automation in CI/CD pipelines using Jenkins Azure DevOps or GitHub Actions.
Enable AI-assisted testing and monitoring for predictive defect prevention.
Collaboration & Stakeholder Management
Partner with Product Owners Architects DevOps and Operations for integrated quality delivery.
Coordinate testing with multiple vendors legacy systems and third-party integrations.
Communicate quality status risks and KPIs to program leadership and business stakeholders.

Required qualifications to be successful in this role:

Required Skills & Experience
7 years of overall experience with at least 5 years leading QE for large-scale enterprise programs.
Proven expertise in CCaaS platforms such as Amazon Connect Genesys Cloud CX NICE CXone or Five9.
Experience in cloud migration testing (AWS Azure or GCP) and API/service validation.
Strong understanding of contact center workflowsIVR routing telephony CTI CRM integration analytics and reporting.
Familiarity with observability call quality monitoring and CX validation tools.
Exposure to Agile/DevOps delivery models and quality metrics-driven governance.
Excellent communication stakeholder management and leadership skills.

Desirable / Good-to-Have
Experience with AI/Agent Assist speech analytics or Generative AI use cases in CCaaS.

#LI-AV1

Use of the term engineering in this job posting refers to the technical sense related to Information Technology (IT) and does not imply that the individual practices engineering or possesses the requisite license as prescribed by the applicable provincial or territorial engineering regulator. We are seeking individuals with expertise in IT engineering-related functions but licensure from an engineering regulator is not a prerequisite for this position. Engineering is a regulated profession in Canada which is restricted in terms of use of titles and designation.

Skills:

• Amazon CloudFront
• Client Management
• Delivery Management
• English
• Financial Management
• MS Dynamics CRM
• Test Design
• Test Management
• Test Planning & Implementation
• ISTQB Adv Test Manager Cert

What you can expect from us:

Together as owners lets turn meaningful insights into action.

Life at CGI is rooted in ownership teamwork respect and belonging. Here youll reach your full potential because

You are invited to be an owner from day 1 as we work together to bring our Dream to life. Thats why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our companys strategy and direction.

Your work creates value. Youll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas embrace new opportunities and benefit from expansive industry and technology expertise.

Youll shape your career by joining a company built to grow and last. Youll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

At CGI we value the strength that diversity brings and are committed to fostering a workplace where everyone belongs. We collaborate with our clients to build more inclusive communities and empower all CGI partners to thrive. As an equal-opportunity employer being able to perform your best during the recruitment process is important to us. If you require an accommodation please inform your recruiter.

To learn more about accessibility at CGI contact us via email. Please note that this email is strictly for accessibility requests and cannot be used for application status inquiries.

Come join our teamone of the largest IT and business consulting services firms in the world.