Senior QA Engineer – Functional System Testing & Contact Center Domain

BETSOL; Pune District; On-site; INR 1,200,000 - 2,200,000; Full time

Job summary

Doist is seeking a Senior QA Engineer to join our cloud-delivered contact center platform team. You will own and execute comprehensive testing across functional, system, integration, and end-to-end scenarios, validating multi-system integrations and omnichannel workflows.

You will apply advanced exploratory testing, risk-based testing, and strong root-cause analysis to uncover critical defects, drive quality, and support agile releases within a fast-paced environment.

Qualifications

• Experience with Functional System Testing, E2E validation and integration testing in SaaS/cloud platforms.
• Ability to perform exploratory testing and risk-based testing.
• Experience validating omnichannel customer journeys, APIs and backend processes.
• Strong root-cause analysis and defect reporting with reproducible steps.

Responsibilities

• Design and execute Functional, System, Integration, and End-to-End test scenarios for complex contact center workflows.
• Perform deep integration testing across APIs, databases, event streams, and third-party systems.
• Execute regression, impact analysis, sanity, and cross-functional validation for releases.
• Collaborate with Product, Development, DevOps, and Architecture teams to clarify requirements and improve product quality.

Skills

Functional testing

E2E testing

Integration testing

Exploratory testing

Risk-based testing

SQL/NoSQL

API testing

Log analysis

Root-cause analysis

Agile ceremonies

Tools

CI/CD

Job description

About the Platform

About the PlatformThis 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.

About the Role

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. 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. 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.

• Design and execute comprehensive Functional, System, Integration, and End-to-End test scenarios for complex contact center workflows.
• Apply heuristic-driven, Mind Map Driven Test Exploration and advanced risk-based exploratory testing across distributed enterprise systems.
• Identify intermittent, concurrency, resiliency, and workflow integration defects.
• 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, backend services, and third-party systems.
• Apply advanced exploratory testing techniques to uncover edge-case defects, workflow inconsistencies, concurrency issues, and hidden integration failures.
• Drive critical-thinking-based testing by identifying risk areas, unusual user behaviors, negative scenarios, and high-impact business failure points.
• Design extensive test permutations and combinations across configurations, workflows, user roles, deployments, and data variations.
• Perform backend validation using SQL/NoSQL databases and log analysis to validate data integrity and transaction consistency.
• Analyze production-like customer workflows and simulate real-world operational scenarios under 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 to clarify requirements and improve product quality.
• Create high-quality defect reports with strong root-cause analysis, reproducibility, business impact assessment, and troubleshooting details.
• Participate actively in Agile ceremonies, release readiness reviews, and quality risk discussions.