Functional Tester- Contact Center

GAVS Technologies N.A., Inc; Pune District; On-site; INR 1,300,000 - 2,300,000; Full time

Job summary

GAVS Technologies N.A., Inc. in Pune is seeking a Senior QA Engineer with 7+ years of hands-on experience in functional system testing, end-to-end validation, and integration testing within a SaaS contact center platform.

The role demands strong exploratory testing skills, sharp problem solving, and a track record of uncovering defects across distributed enterprise systems. You will design test scenarios for omnichannel workflows, validate APIs and backend data, coordinate with product,

Qualifications

• 7+ years of QA experience in SaaS or enterprise testing.
• Strong experience with functional, system, and integration testing across multi-system workflows.
• Hands-on in end-to-end validation of cloud-based contact center workflows.
• Proficient in exploratory testing and risk-based testing.

Responsibilities

• Design and execute functional, system, integration, and end-to-end test scenarios for contact center workflows.
• Perform exploratory testing to uncover critical defects and assess data integrity.
• Validate APIs, microservices, databases, and event streams across distributed systems.
• Collaborate with PM, Dev, and DevOps to clarify requirements and improve quality.
• Create clear defect reports with root-cause analysis and reproduction steps.
• Participate in Agile ceremonies and release readiness activities.
• Analyze production-like customer journeys and simulate real-world scenarios.

Skills

Functional Testing

System Testing

Integration Testing

End-to-End Testing

Exploratory Testing

APIs testing

SQL/NoSQL

Agile/Scrum

Root Cause Analysis

Test Automation

Tools

REST APIs

Databases

Logs analysis

Job description

Senior QA Engineer - Functional System Testing & Contact Center Domain

Location: Pune

Experience Level: 7+ Years

Job Type: Full-Time

Industry: SaaS / Contact Center Software

Role Overview

We are seeking a highly skilled and detail-oriented Senior QA Engineer with deep expertise in Functional System Testing, End-to-End (E2E) Validation, Integration Testing with Contact Center domain workflows ina SaaS cloud platform. The ideal candidate must possess strong critical thinking abilities, exceptionalexploratory testing mastery, and a proven track record of uncovering complex, customer-impacting defectsacross distributed enterprise systems.This role focuses heavily on validating real-world customer journeys, multi-system integrations,omnichannel workflows, backend processing, APIs, data consistency, and enterprise-scale businessscenarios within a cloud-based contact center platform.The candidate must demonstrate an investigative testing mindset with the ability to challengeassumptions, identify hidden risks, design high-value test scenarios, and execute advanced exploratorytesting techniques across complex integrated systems.

Core Responsibilities

• Design and execute comprehensive Functional, System, Integration, and End-to-End testscenarios for complex contact center workflows.
• Expertise in heuristic-driven, Mind Map Driven Test Exploration and advanced risk-basedexploratory testing across distributed enterprise systems
• Proven capability in identifying intermittent, concurrency, resiliency, and workflow integrationdefects.
• Validate omnichannel customer journeys including voice, chat, email, routing, reporting,analytics, agent desktop, and supervisor workflows.
• Perform deep integration testing across APIs, microservices, databases, event streams, backendservices, and third-party systems.
• Apply advanced exploratory testing techniques to uncover edge-case defects, workflowinconsistencies, concurrency issues, and hidden integration failures.
• Drive critical-thinking-based testing by identifying risk areas, unusual user behaviors, negativescenarios, and high-impact business failure points.
• Design extensive test permutations and combinations across configurations, workflows, userroles, deployments, and data variations.
• Perform backend validation using SQL/NoSQL databases and log analysis to validate dataintegrity and transaction consistency.
• Analyze production-like customer workflows and simulate real-world operational scenariosunder complex enterprise configurations.
• Execute regression, impact analysis, sanity, and cross-functional validation for releases, patches,and hotfixes.
• Collaborate closely with Product Management, Development, DevOps, and Architecture teams toclarify requirements and improve product quality.
• Create high-quality defect reports with strong root-cause analysis, reproducibility, businessimpact assessment, and troubleshooting details.
• Participate actively in Agile ceremonies, release readiness reviews, and quality risk discussions.

Key Technical Expectations

• Strong expertise in Functional Testing, System Testing, Integration Testing, and End-to-EndTesting methodologies.
• Strong understanding of Contact Center domain workflows and enterprise communicationplatforms.
• Hands-on experience validating distributed cloud-based applications and microservicesarchitectures.
• Excellent exploratory testing capability with investigative and analytical mindset.
• Experience designing complex test matrices, scenario permutations, and workflow combinations.
• Strong debugging and troubleshooting skills using logs, APIs, databases, and monitoring tools.
• Good understanding of REST APIs, backend validation, and integration points.
• Experience validating customer-facing workflows across UI, backend, and data layers.
• Experience working in Agile/Scrum environments with fast-paced release cycles.
• Ability to independently drive quality initiatives and identify product risks proactively.

Preferred Experience

• Prior experience in Contact Center, Unified Communications, CX, or SaaS platforms.
• Exposure to omnichannel communication systems and enterprise workflow validation.
• Experience with cloud platforms such as Azure, AWS, or GCP.
• Understanding of enterprise-scale integrations and distributed systems behavior.
• Knowledge of monitoring, observability, and production diagnostics tools.

Behavioral Expectations

• Strong ownership mindset and accountability toward product quality.
• Exceptional analytical and critical-thinking skills.
• Ability to challenge assumptions and think beyond documented requirements.
• Excellent communication and collaboration skills across cross-functional teams.
• Ability to work under pressure and manage multiple parallel testing activities.

Ideal Candidate Profile

The ideal candidate is a highly investigative QA professional who thrives on breaking complexsystems, uncovering hidden defects, and validating enterprise-grade customer workflows withprecision and depth. The candidate should demonstrate strong domain understanding, technicalcuriosity, exceptional exploratory testing capability, and a relentless focus on delivering high-quality,stable, and customer-centric releases.