Quality Assurance Engineer (Contact Center Experience!)

Optomi; Baltimore (MD); On-site; USD 80,000 - 100,000; Full time

Job summary

An IT consulting firm seeks a Quality Assurance Engineer experienced in automation and testing within contact center environments. You will build testing tools and frameworks for an upcoming migration, with responsibilities including automation of agent interactions and producing reports. Ideal candidates will have 4–5 years of relevant experience, strong skills in Python or Java, and a hands-on approach to development. This position is contract-to-hire and based in Baltimore.

Qualifications

• 4–5 years building testing tools and automation in contact center environments.
• Proven ability to operate independently as the primary tester.
• Strong hands-on development experience creating custom harnesses/scripts.

Responsibilities

• Build lightweight test harness/tooling to automate various interactions.
• Stand up automation framework for NiceCX One migration.
• Produce concise test reports and dashboards for stakeholders.

Skills

Building testing tools

Automation/scripting with Python or Java

Defects isolation and analysis

Performance/load testing

Job description

Quality Assurance Engineer (Contact Center Experience!)

Location: Baltimore, MD / Charlotte, NC / Irving, TX / Evansville, IN (Must be located within 30-40 miles of location to be considered)

Type: Contract-to-Hire

Overview

Optomi, in partnership with a national consumer finance leader undergoing a cloud contact center transformation, is hiring a QA Engineer to stand up testing and automation as the organization migrates from Avaya/Alvaria to NiceCX One (CCaaS). This net-new role exists because test cases are currently undocumented and tribal. You will be the primary tester/SME, building lightweight tools and automation that let the team inject, run, and report test cases in 5–10 minutes—not hours.

Experience of the Right Candidate

• 4–5 years building testing tools and automation in contact center environments (IVR/ACD, voice routing, dialers, recording, agent desktop/CRM flows).
• Strong automation/scripting with Python or Java (both acceptable).
• Proven enterprise tenure with reputable companies; comfortable operating independently as the primary tester.
• Hands-on development experience (not just using tools) to create custom harnesses/scripts (Hammer-like approach acceptable; specific vendor tool not required).
• Ability to translate business workflows into test cases, document clearly, and produce concise, decision-ready reports.
• Nice to have: performance/load testing (e.g., JMeter/Cyara/LoadRunner), familiarity with SIP/RTP, log analysis, and synthetic call generation.

Responsibilities of the Right Candidate

• Build a lightweight test harness/tooling (scripts/CLI or simple UI) to:
• Inject parameterized test cases on the fly (Python/Java).
• Automate agent logins, IVR paths, call routing, CRM/dialer interactions, and call recording checks.
• Execute targeted suites quickly with clear pass/fail, artifacts, and logs in 5–10 minutes.
• Stand up the automation framework for the NiceCX One migration: smoke, regression, integration, and business-flow tests aligned to real-world use.
• Convert tribal knowledge into a version-controlled repository of test cases, data sets, and procedures; keep it living and current.
• Validate end-to-end call flows (IVR → ACD/queue → agent desktop/CRM → recording), including edge cases and failovers.
• Analyze logs/metrics to isolate defects; partner with telephony/CRM/CCaaS engineers to triage and drive fixes through release.
• Produce concise test reports and dashboards consumable by technical and business stakeholders.
• (Bonus) Define and run performance tests to surface capacity, latency, and concurrency constraints ahead of cutovers.
• Act as the contact center QA SME on a team with no existing automation, establishing standards and best practices that others can adopt.

Seniority level

• Mid-Senior level

Employment type

• Contract

Job function

• Engineering and Information Technology

Industries

• IT Services and IT Consulting

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