Senior QA Engineer – Functional System Testing & Contact Center Domain

Job Description<br /><br /><p><strong>About the Platform </strong> </p><p>This role supports Contact Center as a Service (CCaaS) — a cloud-native, AI-driven customer experience platform delivering omnichannel customer engagement, intelligent routing, conversational AI, workforce optimization, analytics, and agent desktop capabilities. The platform follows an Agile/Scrum delivery model, with fast-paced delivery, frequent releases, and CI/CD deployment pipelines. </p> <p><strong>About the Role </strong> </p><p>We are seeking a highly skilled and detail-oriented Senior QA Engineer with deep expertise in Functional System Testing, End-to-End (E2E) Validation, and Integration Testing within Contact Center domain workflows on a SaaS cloud platform. The ideal candidate must possess strong critical thinking abilities, exceptional exploratory testing mastery, and a proven track record of uncovering complex, customer-impacting defects across distributed enterprise systems. </p> <p>This role focuses heavily on validating real-world customer journeys, multi-system integrations, omnichannel workflows, backend processing, APIs, data consistency, and enterprise-scale business scenarios within a cloud-based contact center platform. </p> <p>The candidate must demonstrate an investigative testing mindset with the ability to challenge assumptions, identify hidden risks, design high-value test scenarios, and execute advanced exploratory testing techniques across complex integrated systems. </p> <p><strong>Responsibilities </strong> </p><ul><li>Design and execute comprehensive Functional, System, Integration, and End-to-End test scenarios for complex contact center workflows. </li><li>Apply heuristic-driven, Mind Map Driven Test Exploration and advanced risk-based exploratory testing across distributed enterprise systems. </li><li>Identify intermittent, concurrency, resiliency, and workflow integration defects. </li><li>Validate omnichannel customer journeys including voice, chat, email, routing, reporting, analytics, agent desktop, and supervisor workflows. </li><li>Perform deep integration testing across APIs, microservices, databases, event streams, backend services, and third-party systems. </li><li>Apply advanced exploratory testing techniques to uncover edge-case defects, workflow inconsistencies, concurrency issues, and hidden integration failures. </li><li>Drive critical-thinking-based testing by identifying risk areas, unusual user behaviors, negative scenarios, and high-impact business failure points. </li><li>Design extensive test permutations and combinations across configurations, workflows, user roles, deployments, and data variations. </li><li>Perform backend validation using SQL/NoSQL databases and log analysis to validate data integrity and transaction consistency. </li><li>Analyze production-like customer workflows and simulate real-world operational scenarios under complex enterprise configurations. </li><li>Execute regression, impact analysis, sanity, and cross-functional validation for releases, patches, and hotfixes. </li><li>Collaborate closely with Product Management, Development, DevOps, and Architecture teams to clarify requirements and improve product quality. </li><li>Create high-quality defect reports with strong root-cause analysis, reproducibility, business impact assessment, and troubleshooting details. </li><li>Participate actively in Agile ceremonies, release readiness reviews, and quality risk discussions. </li> </ul><br />Qualifications<br /><br /><p>Key Technical Expectations </p><ul><li>Strong expertise in Functional Testing, System Testing, Integration Testing, and End-to-End Testing methodologies. </li><li>Strong understanding of Contact Center domain workflows and enterprise communication platforms. </li><li>Hands-on experience validating distributed cloud-based applications and microservices architectures. </li><li>Excellent exploratory testing capability with investigative and analytical mindset. </li><li>Experience designing complex test matrices, scenario permutations, and workflow combinations. </li><li>Strong debugging and troubleshooting skills using logs, APIs, databases, and monitoring tools. </li><li>Good understanding of REST APIs, backend validation, and integration points. </li><li>Experience validating customer-facing workflows across UI, backend, and data layers. </li><li>Experience working in Agile/Scrum environments with fast-paced release cycles. </li><li>Ability to independently drive quality initiatives and identify product risks proactively. </li> </ul><p>Preferred Experience </p><ul><li>Prior experience in Contact Center, Unified Communications, CX, or SaaS platforms. </li><li>Exposure to omnichannel communication systems and enterprise workflow validation. </li><li>Experience with cloud platforms such as Azure, AWS, or GCP. </li><li>Understanding of enterprise-scale integrations and distributed systems behavior. </li><li>Knowledge of monitoring, observability, and production diagnostics tools. </li> </ul><p>Behavioral Expectations </p><ul><li>Strong ownership mindset and accountability toward product quality. </li><li>Exceptional analytical and critical-thinking skills. </li><li>Ability to challenge assumptions and think beyond documented requirements. </li><li>Excellent communication and collaboration skills across cross-functional teams. </li><li>Ability to work under pressure and manage multiple parallel testing activities. </li> </ul><br /><br />Additional Information<br /><br /><p>Ideal Candidate Profile<br />The ideal candidate is a highly investigative QA professional who thrives on breaking complex systems, uncovering hidden defects, and validating enterprise-grade customer workflows with precision and depth. The candidate should demonstrate strong domain understanding, technical curiosity, exceptional exploratory testing capability, and a relentless focus on delivering high-quality, stable, and customer-centric releases. </p>