CCaaS QA Engineer - Contact Center Platform

SummitNext Technologies Sdn Bhd; Pune District; On-site; INR 800,000 - 1,200,000; Part time

Job summary

SummitNext Technologies Sdn Bhd in India is seeking a QA/Release Engineer to own the quality assurance and release validation for the TLCx LaunchPad Core Components platform, with a focus on contact center platforms in use. The role emphasizes testing and release processes rather than software development.

You will develop end-to-end test plans, execute functional and regression tests across voice, IVR, omnichannel routing, and integrations, and coordinate builds through deployment.

Qualifications

• 3–6 years of QA or release engineering experience in contact centers or enterprise software.
• Experience testing CCaaS platforms (Genesys, NICE, Five9, Cisco, or Amazon Connect) in multi-client/BPO setups.
• Hands-on experience with API testing tools (Postman, SoapUI).
• Proficiency with test case management and defect tracking tools (Jira, Azure DevOps).
• Strong analytical and documentation skills.
• Understanding of telephony fundamentals (SIP, ACD routing).

Responsibilities

• Develop and maintain end-to-end test plans for 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
• Test API integrations under simulated load — response times, error handling, retry behavior
• Own the release process — coordinate build, test, and deployment stages across the Build/Application team
• Maintain release calendar, change management documentation, and pre-deployment validation checklists
• Own defect lifecycle from identification through production verification
• Maintain quality dashboards: test coverage, defect density, regression pass rates, release readiness
• Conduct post-deployment validation for production releases

Skills

QA experience

API testing

Test management

Telephony knowledge

Release engineering

Tools

Postman

SoapUI

Jira

Azure DevOps

Job description

Role Summary

Owns quality assurance and release validation for the TLCx LaunchPad Core Components platform, with afocus on the contact center platforms in use (Genesys, NICE, or Five9). Validates that new client environmentbuilds, configuration changes, and integration updates meet production standards before reaching a live clientaccount. This role is testing and release-process focused - it does not require software development,SQL/database work, or reporting-tool experience.

Key Responsibilities

• 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, queuebehavior, 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
• Test API integrations under simulated load — response times, error handling, retry behavior
• Own the release process — coordinate build, test, and deployment stages across the Build/Applicationteam
• Maintain release calendar, change management documentation, and pre-deployment validation checklists
• Own defect lifecycle from identification through production verification
• Maintain quality dashboards: test coverage, defect density, regression pass rates, release readiness
• Conduct post-deployment validation for production releases

Required Qualifications

• 3–6 years of QA or release engineering experience for contact center, telecommunications, or enterprisesoftware platforms
• Experience testing CCaaS platforms (Genesys, NICE, Five9, Cisco, or Amazon Connect) in multi-client orBPO environments
• Hands-on experience with API testing tools (Postman, SoapUI, or equivalent)
• Proficiency in test case management and defect tracking tools (Jira, Azure DevOps, or equivalent)
• Strong analytical and documentation skills
• Understanding of telephony fundamentals (SIP, ACD routing, call flows)

Preferred Qualifications

• Direct contact center domain experience (agent-facing operations, KPIs/reporting) is a strong plus, thoughnot required if QA fundamentals are solid
• ISTQB Foundation or Advanced certification
• Experience with automated functional testing frameworks for web-based contact center applications
• Background in change management and release coordination (ITIL or equivalent)

Location: India - Brick & Mortar Facility (Bengaluru, Hyderabad, or Pune)
Engagement: Contract to Hire | 12-Month Initial Contract
Level: Mid (3–6 years experience)
Reports To: Brian Theusch, Application Pod Lead