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.