QA Engineer – NICE Contact Center & CRM Integrations

THE POSITION:

The QA Engineer is responsible for validating the quality stability and readiness of NICE contact center solutions across voice digital omnichannel and integrated CRM experiences. This role ensures that platform configurations conversational workflows and system integrations meet defined requirements function as designed and perform reliably in production. By partnering closely with engineers Business Analysts and business stakeholders the QA Engineer helps protect customer experience agent productivity and platform integrity across all NICEenabled interactions.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES:
Our employees are tasked with delivering excellent business results through the efforts of their teams.  These results are achieved by:

• Develop and execute test strategies test plans and test cases for NICE contact center solutions including voice digital chat messaging omnichannel routing and agentassist capabilities.
• Validate endtoend customer and agent journeys across NICE and integrated CRM systems ensuring correct data flow context preservation and workflow behavior.
• Perform functional integration regression and release testing for NICE configurations enhancements and defect fixes.
• Test and validate CRM integrations with NICE including screen pops case creation activity logging data synchronization and error handling.
• Verify handoffs between automation (Autopilot/Copilot) live agents and CRM workflows to ensure seamless transitions and accurate context delivery.
• Identify document and track defects clearly and effectively working with engineers to support resolution and retesting.
• Ensure that test results align with approved requirements acceptance criteria and business use cases.
• Support user acceptance testing (UAT) activities by assisting with test execution issue validation and release signoff readiness.
• Validate that all solutions meet quality security compliance and performance expectations prior to production release.
• Maintain accurate QA documentation including test artifacts and release validation other duties as assigned

It is the policy of EVERSANA to provide reasonable accommodation when requested by an employee with a disability unless such accommodation would cause an undue hardship for EVERSANA. If reasonable accommodation is needed to perform the essential functions of your job position please contact Human Resources.

EXPECTATIONS OF THE JOB:

• Partner with Business Analysts engineers CRM teams and business stakeholders throughout the delivery lifecycle.
• Participate in requirements reviews design walkthroughs and release planning sessions to ensure test coverage and clarity.
• Communicate testing status risks and defects clearly to technical and nontechnical audiences.
• Follow established QA change management and documentation standards for all NICErelated initiatives.
• Manage multiple testing efforts simultaneously while meeting release timelines.
• Support afterhours or offcycle testing as needed for major releases or urgent fixes.
• Continuously improve QA practices by identifying testing gaps tool enhancements and process improvements.
• Maintain a strong productionquality mindset prioritizing customer experience and platform reliability.

Qualifications :

Experience and/or Training

• 35 years of QA or testing experience supporting enterprise technology platforms.
• Experience testing contact center solutions (cloud or onprem) including voice or digital channels.
• Handson experience testing system integrations preferably between contact center platforms and CRM systems.
• Experience creating and executing test cases based on business and technical requirements.
• Familiarity with SDLC and QA practices in Agile or iterative delivery environments.

MINIMUM KNOWLEDGE SKILLS AND ABILITIES:

The requirements below are representative of the experience education knowledge skills and abilities required to perform this job effectively.

Education

• Bachelors degree in Information Technology Computer Science Engineering or a related field or equivalent practical experience.

Additional Information :

All your information will be kept confidential according to EEO guidelines.

Our team is aware of recent fraudulent job offers in the market misrepresenting EVERSANA. Recruitment fraud is a sophisticated scam commonly perpetrated through online services using fake websites unsolicited e-mails or even text messages claiming to be a legitimate company. Some of these scams request personal information and even payment for training or job application fees. Please know EVERSANA would never require personal information nor payment of any kind during the employment process. We respect the personal rights of all candidates looking to explore careers at EVERSANA.

From EVERSANAs inception Diversity Equity & Inclusion have always been key to our success. We are an Equal Opportunity Employer and our employees are people with different strengths experiences and backgrounds who share a passion for improving the lives of patients and leading innovation within the healthcare industry. Diversity not only includes race and gender identity but also age disability status veteran status sexual orientation religion and many other parts of ones identity. All of our employees points of view are key to our success and inclusion is everyones responsibility.

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Remote Work :

No

Employment Type :

Full-time