CCaaS QA Engineer - Contact Center Platform
PuneContract3–6 yrsPosted 1 week ago
Mid-level QA and testing contract role at SummitNext Technologies Sdn Bhd in Pune. Needs 3+ years.
About the role
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.
What you'll do
- 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
What you need
- Test cases
- API testing
- Bug tracking
- JIRA
- Postman
- Telecom
Good to have
- ITIL
- Azure
- Regression testing
- SQL
- CRM