CCaaS QA Engineer - Contact Center Platform

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

• 3–6 yrs of experience
• Test cases
• API testing
• Bug tracking
• JIRA
• Postman
• Telecom
• Any graduate

Good to have

• ITIL
• Azure
• Regression testing
• SQL
• CRM