CCaaS QA Engineer - Contact Center Platform

Role Summary

Owns quality assurance and release validation for the TLCx LaunchPad Core Components platform, with a focus on the contact center platforms in use (Genesys, NICE, or Five9). Validates that new client environment builds, configuration changes, and integration updates meet production standards before reaching a live client account. This role is testing and release-process focused - it does not require software development, SQL/database work, or reporting-tool experience.

Key Responsibilities

• Develop and maintain end-to-end test plans covering voice/IVR, omnichannel routing, digital channels, CRM integrations, and reporting accuracy
• Execute functional test scenarios for new client environment builds — routing logic, IVR flows, queue behavior, recording, reporting accuracy
• Perform regression testing for platform updates against established baselines
• Execute cross-channel testing for customer experience continuity across voice, chat, SMS, and social
• Test security/compliance configurations: recording compliance, PII redaction, access controls, audit logs
• Test API integrations under simulated load — response times, error handling, retry behavior
• Own the release process — coordinate build, test, and deployment stages across the Build/Application 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

Required Qualifications

• 3–6 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
• Understanding of telephony fundamentals (SIP, ACD routing, call flows)

Preferred Qualifications

• Direct contact center domain experience (agent-facing operations, KPIs/reporting) is a strong plus, though not required if QA fundamentals are solid
• ISTQB Foundation or Advanced certification
• Experience with automated functional testing frameworks for web-based contact center applications
• 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: Brian Theusch, Application Pod Lead