CCaaS QA Engineer – Contact Center Platform

This role is ONLY for candidates with hands-on experience in cloud contact center platforms (Genesys Cloud NICE CXone Five9 Amazon Connect). Applications without this experience will not be considered.

SummitNext is fast growing BPO and technology company with operations in Malaysia Philippines India and Uzbekistan.

We are currently hiring for a Platform QA & Release Engineer who owns quality assurance and release management for the Client LaunchPad Core Components platform. This role validates that every new client environment platform configuration change and integration update meets production standards before it touches a live client a managed CX services environment quality failures are client failures this role is the final gate that protects client relationships and SLA commitments.

This role works across both Build engineers to own the end-to-end test coverage of voice digital integration and reporting components and manages the release process that moves validated builds from development through to production.

Key Responsibilities

Test Planning & Execution

• Develop and maintain end-to-end test plans covering all LaunchPad Core Component layers: voice/IVR omnichannel routing digital channels CRM integrations and reporting
• Execute functional test scenarios for new client environment builds validate routing logic IVR flows queue behavior recording and reporting accuracy
• Perform regression testing for platform updates and configuration changes against established baselines
• Execute cross-channel testing: validate customer experience continuity across voice chat SMS and social for omnichannel deployments
• Test security and compliance configurations: recording compliance PII redaction access controls and audit log completeness

Integration & End-to-End Testing

• Validate CRM screen-pop integrations end-to-end: correct data retrieved displayed and written back across all configured workflows
• Test API integrations under simulated load validate response times error handling and retry behavior
• Validate reporting pipeline accuracy: confirm data extracted from CCaaS matches operational dashboard output and client-facing reports
• Execute authentication flow testing: ANI lookup KBA flows SSO and agent desktop access control validation

Release Management

• Own the release process for platform changes coordinate build test and deployment stages across Build team members
• Maintain release calendar and change management documentation; communicate release scope and impact to US operations leadership
• Execute pre-deployment validation checklists before any change reaches a client production environment
• Manage rollback procedures maintain documented rollback plans for every production release and test rollback execution in staging

Defect Management & Quality Reporting

• Own defect lifecycle from identification through production verification track prioritize and report defects to Build team and US leadership
• Maintain quality dashboards: test coverage defect density regression pass rates and release readiness status
• Produce release readiness reports summarizing test outcomes open risks and sign-off status for US leadership review
• Conduct post-deployment validation for all production releases confirm client environments operating as tested

Environment & Documentation Management

• Maintain staging and test environments that accurately mirror client production configurations for reliable test execution
• Document test cases test results and configuration baselines for all active client environments
• Maintain platform configuration library version-controlled records of all client environment settings routing logic and integration parameters

Required Qualifications

• 36 years of QA or release engineering experience for contact center telecommunications or enterprise software platforms
• Experience testing CCaaS platforms (Genesys NICE Five9 Cisco or Amazon Connect) in multi-client or BPO environments
• Hands-on experience with API testing tools (Postman SoapUI or equivalent)
• Proficiency in test case management and defect tracking tools (Jira Azure DevOps or equivalent)
• Strong analytical and documentation skills produces clear actionable test reports and defect records
• Understanding of telephony fundamentals (SIP ACD routing call flows) sufficient to design meaningful voice test scenarios

Preferred

• ISTQB Foundation or Advanced certification
• Experience with automated functional testing frameworks for web-based contact center applications
• Background in change management and release coordination in an ITIL or equivalent governance framework
• Experience in regulated industry environments (healthcare government) validating compliance recording and security configurations

Success Metrics

• Zero P1 defects reaching client production environments that were not identified in QA all critical issues caught pre-deployment
• End-to-end test coverage documented for all active client environment configurations
• Release process formally established every platform change follows documented build test and deploy workflow
• Regression test suite maintained and executed for every release results delivered to US leadership within 24 hours of test completion
• Client environment configuration library complete and version-controlled for all active accounts