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Open nowFirst seen 3 days ago

CCaaS QA Engineer - Contact Center Platform

SummitNext Technologies Sdn Bhd224 open roles

Where
Hyderabad, Telangana, India
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Your applicationOpen nowCCaaS QA Engineer - Contact Center PlatformSummitNext Technologies Sdn Bhd · Hyderabad, Telangana, India

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12.1% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 2.1%1 day
  2. 4.5%3 days
  3. 12.1%7 days
  4. 19.1%14 days
  5. 35.6%30 days
  6. 52.7%60 days
This job: first seen 3 days ago

The posting

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

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