Senior QA Engineer – Functional System Testing & Contact Center Domain

About the Platform

This role supports Contact Center as a Service (CCaaS) a cloud-native AI-driven customer experience platform delivering omnichannel customer engagement intelligent routing conversational AI workforce optimization analytics and agent desktop capabilities. The platform follows an Agile/Scrum delivery model with fast-paced delivery frequent releases and CI/CD deployment pipelines.

About the Role

We are seeking a highly skilled and detail-oriented Senior QA Engineer with deep expertise in Functional System Testing End-to-End (E2E) Validation and Integration Testing within Contact Center domain workflows on a SaaS cloud platform. The ideal candidate must possess strong critical thinking abilities exceptional exploratory testing mastery and a proven track record of uncovering complex customer-impacting defects across distributed enterprise systems.

This role focuses heavily on validating real-world customer journeys multi-system integrations omnichannel workflows backend processing APIs data consistency and enterprise-scale business scenarios within a cloud-based contact center platform.

The candidate must demonstrate an investigative testing mindset with the ability to challenge assumptions identify hidden risks design high-value test scenarios and execute advanced exploratory testing techniques across complex integrated systems.

Responsibilities

• Design and execute comprehensive Functional System Integration and End-to-End test scenarios for complex contact center workflows.
• Apply heuristic-driven Mind Map Driven Test Exploration and advanced risk-based exploratory testing across distributed enterprise systems.
• Identify intermittent concurrency resiliency and workflow integration defects.
• Validate omnichannel customer journeys including voice chat email routing reporting analytics agent desktop and supervisor workflows.
• Perform deep integration testing across APIs microservices databases event streams backend services and third-party systems.
• Apply advanced exploratory testing techniques to uncover edge-case defects workflow inconsistencies concurrency issues and hidden integration failures.
• Drive critical-thinking-based testing by identifying risk areas unusual user behaviors negative scenarios and high-impact business failure points.
• Design extensive test permutations and combinations across configurations workflows user roles deployments and data variations.
• Perform backend validation using SQL/NoSQL databases and log analysis to validate data integrity and transaction consistency.
• Analyze production-like customer workflows and simulate real-world operational scenarios under complex enterprise configurations.
• Execute regression impact analysis sanity and cross-functional validation for releases patches and hotfixes.
• Collaborate closely with Product Management Development DevOps and Architecture teams to clarify requirements and improve product quality.
• Create high-quality defect reports with strong root-cause analysis reproducibility business impact assessment and troubleshooting details.
• Participate actively in Agile ceremonies release readiness reviews and quality risk discussions.

Qualifications :

Key Technical Expectations

• Strong expertise in Functional Testing System Testing Integration Testing and End-to-End Testing methodologies.
• Strong understanding of Contact Center domain workflows and enterprise communication platforms.
• Hands-on experience validating distributed cloud-based applications and microservices architectures.
• Excellent exploratory testing capability with investigative and analytical mindset.
• Experience designing complex test matrices scenario permutations and workflow combinations.
• Strong debugging and troubleshooting skills using logs APIs databases and monitoring tools.
• Good understanding of REST APIs backend validation and integration points.
• Experience validating customer-facing workflows across UI backend and data layers.
• Experience working in Agile/Scrum environments with fast-paced release cycles.
• Ability to independently drive quality initiatives and identify product risks proactively.

Preferred Experience

• Prior experience in Contact Center Unified Communications CX or SaaS platforms.
• Exposure to omnichannel communication systems and enterprise workflow validation.
• Experience with cloud platforms such as Azure AWS or GCP.
• Understanding of enterprise-scale integrations and distributed systems behavior.
• Knowledge of monitoring observability and production diagnostics tools.

Behavioral Expectations

• Strong ownership mindset and accountability toward product quality.
• Exceptional analytical and critical-thinking skills.
• Ability to challenge assumptions and think beyond documented requirements.
• Excellent communication and collaboration skills across cross-functional teams.
• Ability to work under pressure and manage multiple parallel testing activities.

Additional Information :

Ideal Candidate Profile
The ideal candidate is a highly investigative QA professional who thrives on breaking complex systems uncovering hidden defects and validating enterprise-grade customer workflows with precision and depth. The candidate should demonstrate strong domain understanding technical curiosity exceptional exploratory testing capability and a relentless focus on delivering high-quality stable and customer-centric releases.

Remote Work :

No

Employment Type :

Full-time