Senior Validation Analyst - Advisor / Telephony / CRM | Warren, MI

TP; Warren (MI); On-site; USD 85,000 - 110,000; Full time

Benefits offered by this job

Health benefits

Career growth opportunities

Inclusive culture

Job summary

TP in Warren, MI is seeking a tester with 4-6+ years in telephony, CRM, and validation to oversee production validation across cross-system environments. You will execute manual tests, log defects, and support post-deploy validation with engineering and operations partners.

Strong English is required; a second language is preferred. The role is onsite in Warren, MI with a focus on portability and release-ready validation in a global context.

Qualifications

• 4-6+ years in telephony, contact center, CRM, or advisor workflow validation.
• Bachelor’s degree or equivalent practical experience in technology, business systems, engineering, or operations.
• Strong understanding of CTI / voice workflows, advisor tools, case handling, personas, CRM process flows, and production validation needs.
• Experience working in telephony / CRM environments with persona variation and release risk considerations.
• Strong English; second language preferred and ability to document issues with clear steps and evidence.

Responsibilities

• Oversee Telephony, CTI, and production-validation coordination.
• Execute approved manual test cases and regression suites.
• Support post-deploy validation planning, coordination, and execution.
• Create and log initial defects with adequate evidence for triage.
• Maintain execution records, test assets, and operating documentation.
• Provide status inputs and reporting support to Program Management.
• Coordinate with Business Ops / Advisors for real-call or market-specific validation as needed.
• Work across Product, Engineering, and Ops to ensure smooth releases.

Skills

Telephony testing

CTI / voice workflows

CRM processes

Regression testing

Documentation

Education

Bachelor's degree or equivalent

Tools

CRM systems

Production validation tools

Job description

TP is a leading global provider of digital business services. We partner with the world's most prominent brands to optimize operations through advanced technology and sustainable business practices. With a global workforce of 500,000 across 300 languages, we are a force for good in our communities and for our clients.

Benefits of working with TP include

TP offers benefits to you and your family. Eligible team members can take advantage of our comprehensive health benefits, which may include medical, vision, and dental.

We invest in and prioritize the mental health and well-being of our team members by providing resources, including Employment Assistance Programs, space in the form of health and personal time off (HPT), and leave programs as eligible.

We offer benefits and tools to help our team members and their families for their financial future. This includes offering competitive 401(K) plans, life insurance, supplemental medical coverage, critical care insurance, pet insurance, FSA plans, and retailer discounts.

Career Growth and Culture

At TP, we prioritize a culture of inclusion and diversity where every employee feels valued. We provide a platform for limitless career advancement, fostering an environment where ambition and high performance lead to long-term success.

TP is committed to supporting those who serve. We welcome applications from active-duty service members, veterans, and military families.

Equal Opportunity Employer

TP is an Equal Opportunity Employer. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. If you require reasonable accommodation during the application process, please contact us at 877-877-3944 or contact us at https://www.teleperformance.com/en-us/contact-us/. Please note, this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non-accommodation-related requests.

This position is 100% onsite at the Warren, MI location. Work at home is not available for this role.

Your Responsibilities

• Oversee:
• Telephony
• CTI
• Production-validation coordination
• Execute approved manual test cases and approved business-facing regression suites.
• Support post-deploy production validation planning, coordination, and execution.
• Create and log initial defects with evidence sufficient for engineering triage and debugging follow-through.
• Maintain execution records, test assets, and operating documentation.
• Provide standardized status inputs and reporting support to GM Program Management.
• Coordinate selectively with Business Ops / Advisors where real-call, persona, language-specific, or market-specific validation is required.

Qualifications

• Experience: 4-6+ years in telephony, contact center, CRM, or advisor workflow validation, with demonstrated experience in complex, cross-system testing.
• Education: Bachelor’s degree or equivalent practical experience in technology, business systems, engineering, or operations.
• Technical / functional proficiency: Strong understanding of CTI / voice workflows, advisor tools, case handling, personas, CRM process flows, and production validation needs involving real operational scenarios.
• Domain knowledge: Able to work effectively in telephony / CRM environments where persona variation, operational nuance, and release risk are high.
• Other requirements: Strong English required; ability to work with complex debugging evidence and communicate clearly with Engineering and Ops partners. 2nd language preferred.
• Ability to document issues with clear reproduction steps, expected vs. actual behavior, environment context, and supporting evidence.
• Comfort operating in a hybrid manual-plus-automation model.
• Ability to work across Product, Engineering, Program Management, and Business Ops / Advisors.
• Experience supporting global, multilingual, persona-based, or market-variant validation preferred.
• Demonstrated reliability in release windows, defect triage cycles, and time-sensitive execution.

Be Part of Our TP Family

It is our mission to always provide an environment where our employees feel valued, inspired, and supported, so that they can bring their best selves to work every day. We believe that when employees are happy and healthy, they are more productive, creative, and engaged. We are committed to providing a workplace that is conducive to happiness and a healthy work-life balance. We also believe that to be our best selves, we need to be surrounded by people who are positive, supportive, and challenging. We are committed to creating a culture of inclusion and diversity, where everyone feels welcome and valued.