About the job Contact Center Quality Engineer
About the RoleWe are seeking an experienced
Contact Center Quality Engineer to support the development and enhancement of a large-scale enterprise contact center platform.
This role will focus on quality engineering across
voice, chat, email, routing, integrations, omnichannel experiences, and AI-assisted features. The ideal candidate has strong QA fundamentals combined with hands-on experience testing contact center or telephony environments.
Responsibilities- Design and maintain test plans, test cases, and regression suites based on requirements and technical designs
- Perform functional, integration, regression, end-to-end, and exploratory testing
- Test contact center functionality across voice, chat, email, routing, and other channels
- Test REST APIs, webhooks, and system-to-system integrations
- Reproduce, document, and track defects through resolution
- Validate platform changes and support release/UAT activities
- Perform platform migration and feature-parity testing
- Troubleshoot issues using logs, SQL, and network/telephony diagnostic tools
- Contribute to automated testing and CI workflows
- Communicate test coverage, defects, and release risks to technical and business stakeholders
Required Qualifications- 3+ years of experience in Software QA / Quality Engineering
- Hands-on experience testing Contact Center, Telephony, or CTI systems
- Experience with platforms such as Genesys, NICE, Five9, Avaya, or Cisco
- Strong experience with API and integration testing
- Experience with test automation using Python and/or JavaScript
- Experience with Git, SQL, log analysis, and defect tracking tools
- Experience with automation frameworks such as Playwright, Selenium, or pytest
- Strong troubleshooting and documentation skills
Preferred Qualifications- Knowledge of SIP, RTP, VoIP, call flows, and routing
- Experience with Cyara or similar voice/channel testing platforms
- Experience with tools such as Wireshark, sngrep, sipgrep, or HOMER
- Omnichannel journey testing experience
- Experience testing AI/ML-assisted features such as intent classification, routing, or summarization
- Platform migration or feature-parity testing experience
- Familiarity with Splunk, Grafana, Prometheus, or Datadog
- Linux and networking knowledge, including TCP/IP, DNS, firewalls, and QoS
- ITIL/ITSM or formal change-management experience
EducationBachelor's degree in Computer Science, Information Systems, Telecommunications, Engineering, or a related field. A Master's degree is preferred.
