Contact Center Quality Engineer

About the Role

We 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

Education

Bachelor's degree in Computer Science, Information Systems, Telecommunications, Engineering, or a related field. A Master's degree is preferred.